Cindy Turner is an expert on digital transformation with deep experience inside Fortune 500 companies and private equity businesses. Currently Chief Product Officer at Worldpay, she is leading a growth-oriented transformation of the high-scale industry player. She brings deep client-first orientation and a vast playbook of product-led effectiveness.
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The fintech industry is evolving at a rapid pace, and Lucinda Turner, Chief Product Officer at Worldpay, has been at the forefront of this transformation. With experience leading product teams at PayPal, Visa, and JPMorgan Chase, she has played a pivotal role in shaping the future of payments—balancing security, seamless user experiences, and business scalability.
In this interview, Lucinda shares her insights on the evolution of product innovation in fintech, the role of AI in payments, and the challenges of scaling payment solutions globally. She also reflects on her leadership journey, discussing the nuances of work-life balance, gender dynamics in fintech, and the advice she has for aspiring product leaders.
As part of FinTech Weekly’s International Women’s Day initiative, we are proud to feature her perspective on where fintech is headed and how businesses can stay ahead in an increasingly digital and competitive world.
R: With your extensive experience in payments, how have you seen the role of product innovation evolve in the fintech space, and what trends do you think will shape the next decade?
L: Product innovation in fintech has shifted from merely enabling transactions to creating seamless, personalized, and secure payment experiences — supporting each merchant’s goals of revenue and cost optimization.
Over the past decade, we’ve seen the rise of digital wallets, AI-driven fraud detection, and open banking, all aimed at improving the user experience and security.
Moving forward, payments will become even more embedded into commerce, with real-time account-to-account (A2A) payments, AI-powered risk management, and personalized checkout experiences shaping the industry.
Additionally, consumer demand for flexible payments, such as Buy Now, Pay Later (BNPL) and localized payment options, will continue driving change.
R: You’ve led product teams at major institutions like PayPal, Visa, and JPMorgan Chase—how do you balance the need for innovation with the operational stability required in large-scale payment systems?
L: The scale is what makes it fun! Balancing innovation and high-scale transaction volumes in a stable and secure environment is all about making smart, incremental investments while keeping payments running seamlessly.
R: Payments data is becoming increasingly valuable beyond just transactions. How can businesses leverage this data to drive customer engagement and create new revenue opportunities?
L: Payments data is a gold mine of shopping insights that can drive personalized experiences and revenue growth. Businesses can leverage transaction data to anticipate customer needs, optimize checkout experiences, and reduce friction points.
For example, merchants can analyze transaction trends to see if customers prefer digital wallets over cards, or whether offering BNPL options increases conversion rates. These insights allow businesses to personalize checkout experiences and improve customer retention.
R: In your experience, what are the biggest challenges fintech companies face when scaling their payment solutions globally, and how can they overcome them?
L: Scaling payments globally presents regulatory, technical, and consumer preference challenges. Local payment methods, currency conversions, and compliance requirements vary by region, making it essential to adapt.
One key challenge is adapting to regional payment preferences—for example, in some markets, digital wallets dominate but you need to know which wallets to offer, while in other countries, BNPL is a must-have for conversion.
Businesses must balance security, compliance, and seamless customer experiences across these diverse ecosystems. To overcome these challenges, companies should:
- Adopt flexible payment architectures that make it easy to integrate new payments methods and drive continuous enhancement in the checkout experience.
- Leverage local partnerships to navigate complex regulations wherever you do business.
- Utilize AI for fraud detection to maximize security while optimizing authorizations by reducing false declines.
- Prioritize a seamless omnichannel experience that aligns with consumer payment preferences worldwide.
R: Throughout your career, what challenges have you faced as a woman in the fintech industry, and how have you navigated them?
L: I think every executive — regardless of gender or other characteristics — faces a unique set of challenges that are highly intertwined with their own unique composition of strengths and growth areas.
I like to think that my CPO superpowers are (1) a client-first product approach, paired with (2) a deep understanding of the entire payments ecosystem. That means that I pretty much always arrive at a debate with an opinion and confidence, which isn’t always what people expect from a young, short, blond woman. I don’t let that bother me!
R: Data shows that women still earn less than men, often due to factors such as part-time work and limited access to overtime pay or additional compensation due to family care responsibilities. Do you believe women still have to choose between family and career, and how can the industry better support work-life balance?
L: I like to think that I have a happy and fulfilled life, both inside and outside the home! I have two somewhat-crazy and extremely-active children (boys aged 8 and 10), a healthy marriage to an aerospace engineer who has his own career commitments, and a busy and fulfilling career of my own.
Balance can be challenging to achieve within a given day, particularly with a global role that requires travel, however, when managed over the course of multiple weeks and months it is very possible to find the right mix to really thrive in life. I think it requires being very clear with yourself about your aspirations and your priorities. Again, I think this advice applies to both women and men, and I appreciate that both genders wrestle with this question these days. It certainly makes it easier for everyone to find balance when leaders model the choices that prioritize their own personal life and family.
R: As someone who has successfully built and scaled products across different financial institutions, what advice would you give to aspiring fintech product leaders looking to make an impact in this space?
L: To make an impact in fintech, focus on innovation that balances security, user experience, and business scalability. The most successful leaders in this space:
- Prioritize customer-driven innovation—The future of payments is shaped by consumer behavior. Whether it’s BNPL, digital wallets, or embedded payments, leaders must stay ahead of evolving expectations.
- Think globally, act locally—Scaling payment solutions requires a deep understanding of regional regulations, preferred payment methods, and compliance frameworks.
- Use data to personalize and optimize—Payments are no longer just transactions; they’re an opportunity to offer customized experiences that drive loyalty. For instance, merchants that fail to offer localized payment options risk losing up to 37% of prospective customers.
- Build adaptable and secure payment systems—Fraud protection is critical, but overly rigid security can lead to false declines and lost customers. AI-driven fraud prevention can help strike the right balance.
- Invest in strong partnerships—The payments landscape is too complex to innovate in isolation. Fintech leaders should leverage partnerships with banks, merchants, and tech providers to expand their reach and optimize solutions.
