053 - Scrappy Intrapreneur Transforming Customer Experiences with Kyle Nicholas McCray

In this episode, Kyle Nicholas McCray, Director of Innovation at American Pacific Mortgage Corporation, joins us to discuss his experience as an intrapreneur and innovator within an established financial business. We cover with Kyle his early career at Apple, his time as an entrepreneur and how that led him to set up Scrappy Labs, an innovation lab within APMC dedicated to exploring new and innovative products and services to revolutionize the relationship between the company and a new generation of homebuyers. 

What Was Covered 

• Why Kyle decided to set up Scrappy Labs and the purpose of an innovation lab within a traditionally ‘small i’ innovation organisation 
• APMC’s approach to ‘institutionalizing innovation’ and its focus on how it communicates with its customers – the foundation of a services business 
• How Kyle acknowledges generational gaps between the company and its customers and how he responds to and leverages new trends and changes 

Key Takeaways and Learnings 

• The importance of pivoting, responding quickly to changes in communication and technology, and bridging the gap between older and younger generations of staff and consumers 
• How nurturing a culture of ‘scrappiness’ has been essential to reducing the risk that new innovations are rejected when they come out of the ‘lab’ and are integrated into the wider organization 
• The importance of understanding the different communication ‘styles’ of team members how this common language helps to limit conflict and maximize the results of the innovation process