Building a Culture of Inclusion
In the latest episode of FinTech’s DEI Discussions, host Nadia welcomes Sung Kim, Chief People Officer at Kueski, to share her inspiring journey and the company’s unwavering commitment to diversity, equity, and inclusion (DEI). With a focus on fostering an inclusive workplace that empowers employees at every level, Sung delves into how Kueski embeds DEI into every aspect of its culture, from hiring and promotions to compensation structures and leadership development initiatives. Her deeply personal story of navigating different cultural landscapes provides a compelling foundation for understanding why workplace inclusion is more than just a corporate initiative—it is a necessary, meaningful, and ongoing commitment that requires dedication and intentionality.
From Feeling Different to Leading Change in FinTech
Sung’s personal journey has significantly shaped her perspective on DEI in the workplace. Having immigrated from South Korea to the United States as a young child, she grew up in Northern Florida, where she and her siblings were among the only immigrants in their school. This early experience of feeling different instilled in her a profound understanding of the importance of belonging and acceptance. It also sparked her lifelong interest in human behaviour, which led her to study psychology and ultimately specialise in industrial-organisational psychology, focusing on people and leadership development within diverse corporate environments.
Her career took her across the globe, from working as a consultant in Washington, D.C., to holding senior HR roles in Hong Kong for multinational technology firms like HP and VMware. These varied experiences further deepened her insights into workplace inclusion, as she continuously found herself in environments where she had to navigate cultural differences and systemic barriers. When she returned to the U.S. after 20 years abroad, she once again experienced the challenges of assimilation, reinforcing her belief that inclusion is not about merely fitting in—it is about creating spaces where people can bring their whole, authentic selves to work without fear of judgment or exclusion.
Her global perspective has given her unique insights into how diverse teams can drive innovation and growth. She believes that embracing diverse experiences and viewpoints not only strengthens organisational culture but also leads to better problem-solving and decision-making. This belief has been a cornerstone of her approach to DEI, ensuring that inclusion is not seen as a checkbox exercise but as a vital element of business success.
Why DEI is Embedded in Kueski’s DNA
As a leading fintech company in Mexico, Kueski has built its culture around inclusion, ensuring that DEI is not just a set of initiatives but a fundamental aspect of how the business operates daily. Sung shares how Kueski, founded in 2012, is committed to making financial services accessible to Mexico’s large underbanked population. The company leverages cutting-edge technologies like artificial intelligence (AI) and big data to connect consumers with financial solutions, earning recognition as a top fintech company by CNBC and as one of Mexico’s most ethical businesses. Additionally, Kueski has been certified as a Best Place to Work for LGBTQ employees by the Human Rights Campaign in Mexico, a testament to its steadfast commitment to fostering an inclusive and supportive work environment.
For Sung, the internal culture at Kueski is just as important as external recognition. In a recent employee engagement survey, an astounding 99% of employees felt that Kueski had an inclusive environment. This remarkable statistic reflects the company’s holistic approach to building a workplace where employees feel genuinely valued and supported, regardless of their backgrounds or personal identities. She emphasises that DEI at Kueski is not merely about numbers or quotas—it is about creating an environment where employees can thrive, grow, and contribute meaningfully to the company’s mission and goals.
This culture of inclusion extends beyond internal practices to how Kueski interacts with its customers. By focusing on underbanked communities, Kueski not only expands financial access but also supports economic empowerment, helping individuals and families achieve greater financial stability. Sung highlights that this external impact is a vital part of Kueski’s DEI mission, demonstrating that inclusion should permeate all aspects of a business.
Creating Equitable Hiring and Promotion Practices in Financial Technology
One of the most impactful ways Kueski ensures inclusion is through a rigorous and structured approach to hiring and promotions. Unlike many organisations where unconscious bias can easily influence recruitment and career progression, Kueski has developed a methodical approach to evaluating candidates and employees based on their alignment with the company’s core values. Technical skills are thoroughly assessed, but just as importantly, candidates are evaluated on their cultural fit and commitment to collaboration, innovation, and inclusion. If someone does not align with Kueski’s values, they are not brought into the organisation, regardless of their technical expertise or experience.
Leadership development is also meticulously structured to ensure fairness and equity across the board. Managers at Kueski are expected to focus on coaching, mentoring, and professional development rather than making subjective decisions about promotions and salaries. This forward-thinking approach helps remove personal biases from career growth discussions and ensures that employees progress based on their measurable contributions, skills, and potential rather than favouritism or office politics. It creates a transparent, merit-based system that employees can trust and rely on.
Kueski also offers mentorship programmes aimed at supporting underrepresented groups within the organisation. These programmes help employees build the skills and confidence needed to advance in their careers while fostering a sense of community and belonging. By investing in the professional growth of all employees, Kueski reinforces its commitment to equitable opportunities for advancement.
Rethinking Compensation: A Radical Approach to Pay Equity in FinTech
A key area where Kueski has taken a bold and transformative stand on inclusion is in its approach to compensation. Sung explains that Kueski does not employ traditional salary ranges where managers have broad discretion over pay levels, which can often lead to inconsistencies and bias. Instead, every job level within each job family has a fixed salary. If two employees are at the same level and milestone, they receive the same compensation, regardless of their negotiation skills or relationships within the company. This radical approach removes the risk of wage gaps due to gender, race, or favouritism and creates an environment where employees know they are being paid equitably and fairly.
Additionally, managers at Kueski do not determine salaries. Instead, the Total Rewards and People Success Partners team handles all compensation decisions to ensure that pay is consistent and fair across the entire organisation. This progressive structure allows managers to concentrate on their core responsibilities—hiring, coaching, and team development—without the added pressure and complexity of salary negotiations. By removing salary discretion from managers, Kueski has built a system that prioritises transparency, equity, and fairness, reinforcing its commitment to inclusion at every organisational level.
This compensation model has also helped Kueski attract top talent, as candidates are drawn to the company’s clear commitment to fairness and equity. By promoting a transparent pay structure, Kueski has set itself apart in the competitive fintech market, positioning itself as a leader in equitable employment practices.
Addressing the Challenges of Remote Work and Inclusion in FinTech
While remote work has provided greater flexibility and accessibility for employees, Sung acknowledges that it also presents new challenges for fostering inclusion. Working remotely can make communication more difficult, slow down decision-making processes, and sometimes create a sense of disconnection among team members. Despite these challenges, Kueski has successfully leveraged remote work to attract diverse talent from different regions and backgrounds, helping to further its DEI goals.
However, Sung emphasises that in-person interactions are still invaluable for building trust, strengthening relationships, and fostering a sense of belonging within teams. She shares that one of Kueski’s ongoing priorities is finding innovative ways to balance the benefits of remote work with opportunities for meaningful in-person engagement. The company is actively exploring new strategies to foster a sense of belonging and collaboration while ensuring that all employees—regardless of their location—feel included, connected, and aligned with the company’s mission and values.
Kueski has also implemented virtual team-building activities and regular check-ins to maintain strong connections among remote teams. These initiatives help create a supportive work environment where employees feel seen and heard, even when working from different locations.
The Future of Inclusion: What More Can Be Done?
As companies across the fintech sector continue to evolve their DEI strategies, Sung urges leaders to stay deeply committed to creating truly inclusive workplaces. She acknowledges that some organisations may view DEI as a passing trend or feel pressured to scale back initiatives due to shifting market conditions and economic challenges. However, she passionately encourages organisations to remain steadfast in their commitment to equity and inclusion. Doing the right thing should never be contingent on external pressures—it should be deeply ingrained in the company’s core values, guiding principles, and daily practices.
She also highlights the critical importance of continuous learning, self-reflection, and adaptation. Inclusion is not a one-time achievement or a box to be checked—it is an ongoing journey that requires businesses to actively listen to their employees, iterate on their policies, and remain open to growth and change. By embracing this mindset, companies can create workplaces that attract and retain top talent, drive meaningful innovation, and foster environments where employees can do their best work while feeling genuinely valued and supported.
Sung concludes by encouraging individuals at all levels of an organisation to take responsibility for fostering inclusion. While leadership plays a crucial role in setting the tone, creating an inclusive culture requires collective effort and participation from everyone.
Driving Inclusion in FinTech and Beyond
As a fintech recruitment business, Harrington Starr is committed to supporting companies that prioritise inclusive hiring practices and workplace cultures. Conversations like this one with Sung Kim highlight the tangible ways businesses can move beyond performative DEI statements and implement real, lasting change that positively impacts employees and the broader industry. Inclusion is about more than just policies—it is about the everyday actions, decisions, and values that shape an organisation’s culture and define how employees experience their workplace.
This episode of FinTech’s DEI Discussions featuring Sung Kim, Chief People Officer at Kueski, directly aligns with Harrington Starr’s mission as a leading FinTech recruitment company. At its core, the conversation highlights the importance of embedding diversity, equity, and inclusion (DEI) into every facet of a business—from hiring and leadership development to compensation and company culture. For Harrington Starr, which is committed to connecting top talent with forward-thinking FinTech companies, these insights underscore the growing demand for inclusive workplaces in the industry.
Sung’s approach to equitable hiring and structured career progression reflects the type of leadership that Harrington Starr seeks to promote within its recruitment practices. By understanding how companies like Kueski prioritise DEI, Harrington Starr can better match diverse talent with organisations that not only value skills but also champion inclusion. This episode reinforces Harrington Starr’s dedication to fostering workplaces that support diverse teams, a key factor in innovation and growth within the FinTech sector. As DEI continues to shape hiring strategies, Harrington Starr stands at the forefront, guiding businesses towards more inclusive recruitment practices that align with the evolving expectations of today’s workforce.
