Innovation Leader Profile: Scott Keenan
By Deborah Reuben, CLFP
The biggest barriers to innovation aren’t technical; they’re human. Shifting mindsets, fostering trust, and aligning on a shared vision are more transformative than any single piece of technology. These ideas were a consistent theme in my interview with ELFA Innovation Advisory Council member Scott Keenan.
Scott is a dynamic innovation leader and the Senior Vice President of Product Innovation at Customers Commercial Finance. Renowned for developing award-winning digital lending solutions, Scott excels at leveraging technology to enhance customer experiences and streamline operations. His collaborative approach and strategic vision have positioned him as a transformative figure in the equipment finance industry.
As an active member of the ELFA Innovation Advisory Council, Scott continues to drive meaningful change by fostering customer-centric innovation and pushing the boundaries of what’s possible in a highly regulated environment.
His journey as an innovation leader is marked by a deep commitment to creating impactful, customer-focused solutions. With a background spanning lease operations, credit, and product development, he has cultivated a holistic view of how people, processes, and technology must align to drive meaningful change.
His innovation philosophy centers on psychological safety, fostering environments where teams can challenge assumptions and explore bold ideas without fear of failure. Scott’s approach emphasizes asking “why” relentlessly to uncover root problems and craft solutions that deliver measurable customer value. By prioritizing collaboration and maintaining a laser focus on the customer experience, he demonstrates how innovation thrives when driven by a clear purpose and a shared vision.
“If you want better technology solutions, you have to focus on being a better human. Innovation is as much about people as it is about systems.”
Interview Takeaways:
1. What’s been the biggest factor in your success as an innovation leader?
Psychological safety within teams, allowing for exploration of unconventional solutions and fostering a deeper understanding of problems before implementing solutions.
2. What obstacles and challenges are you still working on?
Balancing technological advancements with legacy systems, policies, and processes while inspiring openness to change within organizational frameworks.
3. What’s the best advice you’ve received when it comes to leading innovative pursuits?
Always ensure the “why” behind every innovation is clear, measurable, and tied to meaningful customer impact.
4. What’s one key practice or tactic that you keep coming back to?
One key practice I keep coming back to is balancing constructive challenges with collaboration. I make it a point to bring the customer experience into every conversation. By framing discussions around how a change or idea impacts the customer, it shifts the focus to something everyone can align with. It’s not about tearing down ideas but about challenging the status quo in a way that encourages open collaboration. This helps us find better solutions ensuring that what we’re working on truly resonates with both our team and the people we serve
5. What is one thing leaders can do today to shape a more awesome future?
Leaders should create a “North Star” vision that integrates people, processes, and technology, ensuring all elements evolve together for sustainable innovation.
Scott’s innovation philosophy reinforces a profound truth: the greatest barriers to innovation aren’t technical; they’re human. By fostering psychological safety and encouraging teams to challenge assumptions, he unlocks creativity and collaboration that drive meaningful change. His approach to innovation highlights the critical need to align people, processes, and technology around a shared vision, ensuring every effort ties back to delivering measurable customer impact. His journey exemplifies how shifting mindsets and building trust can transform organizations more powerfully than any single technological advancement.
If you want to learn more about Scott’s story, check out episode 31 for the full interview on the TomorrowZone Catalyst Podcast. Join the conversation and discover how to make awesome happen!
