Crystal Taylor

Crystal Taylor Email and Phone Number

Organizational Change Management | M.S. | MBA | CCMP | Prosci CCP | SHRM-CP | CPM | ITIL 4 | Published Writer @ USAA
Crystal Taylor's Location
San Antonio, Texas, United States, United States
Crystal Taylor's Contact Details

Crystal Taylor work email

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About Crystal Taylor

I’m an Organizational Change Management and Organizational Development enthusiast with a creative approach to building change strategies and plans that deliver tangible and sustainable ROI. I enjoy practicing OCM at the project, portfolio, and enterprise investment levels. My change experience spans IT, HR, CFO, Marketing, Strategy, Digital, Contact Centers, and other disciplines within in the Financial Services, Energy and Non-profit sectors. My driving force is scaling capabilities that support individuals, leaders and teams in our VUCA world, to create learning organizations, long after a project engagement. My career, especially at USAA, has given me the amazing opportunity to work in many capacities, including operational people leadership, program / project management, P&L accountable roles, and shared services. The common denominator has always been Change. This unique opportunity for breadth and depth, has taught me how to anticipate stakeholder needs and to navigate organizational dynamics.Gray space and ambiguity is where I live and thrive!RESULTS: With cross-functional teams, project teams and executive support, I have:* Pioneered change framework for an F40 in the 1st 30 days, while leading an ITSM transformation.* Designed and executed change strategy and plans for a talent and comp structure for 36K employees.* Achieved a 32% sales increase for two high-ROI products within 30 days of contact center change.* Co-patented a business model for insurance and banking products, across verticals for improved CX.AWARDS:* Recognized by CEO for building and launching a new product.* Co-invented a FinServ Op model: Patent# US8712909.* 100% Gallup employee sat in every people leadership role I’ve held.* “Innovator Champion” - bringing employees’ ideas to life.* “Distinguished Leader of the Year” and “Chairman’s Award”CLIFTON TOP 5:Strategic, Activator, Individualization, Achiever and LearnerADDITIONAL ROCKET FUEL:Leading collaborative, cross-functional teams, partnering with executive leadership, project teams and SMEs to minimize disruption. Writing in any capacity, producing comms like White Papers, speeches, leader talking points, FAQs, etc., and overcoming resource constraints.OPEN TO:*Authoring / co-authoring*Speaking engagements *Connecting, learning and sharing best practicesCrystaljonestaylor@gmail.comCrystaljonestaylor.com210-865-6448

Crystal Taylor's Current Company Details
USAA

Usaa

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Organizational Change Management | M.S. | MBA | CCMP | Prosci CCP | SHRM-CP | CPM | ITIL 4 | Published Writer
Crystal Taylor Work Experience Details
  • Usaa
    Sr. Change Partner - Strategy, Digital & Brand
    Usaa Jan 2022 - Present
    San Antonio, Texas, Us
    Manage portfolios of change at the investment level for enterprise-wide initiatives targeting top-line growth and optimizing expense, digital advancement, marketing technology, compliance and restricted projects that advance the mission for members, employees and partners.Consulted Texas’ Fort Worth Star Telegram news outlet for a business piece inspired by one of my blogs.Article here: https://www.star-telegram.com/news/business/article278104677.htmlAnd here:Transport Topics Magazine:https://www.ttnews.com/articles/beloved-buc-ees-expand-texas
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  • Marathon Petroleum Corporation
    Sr. Organizational Change Manager - Cdo
    Marathon Petroleum Corporation May 2021 - Dec 2021
    Findlay, Ohio, Us
    Built and gained leadership approval for a change management framework, for a Fortune 32. Implemented ITSM ways of working within the IT organization. » End-to-end ITSM Transformation managed by integrating with the PM execution team through the duration of the project lifecycle.» Leveraged human-centered design skillset to overcome change risk and resistance across enterprise verticals, ensuring alignment among the executive leadership team.Left upon project completion and offer received from USAA.
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  • Usaa
    Sr. Change Management Consultant - Hr & Cfo
    Usaa Jul 2020 - May 2021
    San Antonio, Texas, Us
    Designed strategy, consulted and gained buy-in from Talent Management and compensation AVPs to execute an OCM plan for an enterprise-wide HR talent assessment program, compensation structure change for 36k employees. » Influenced leadership to take a One Team approach, while performing change impact and readiness assessments, which surfaced the need to include a previously unidentified target audience of key stakeholders.» Managed resistance associated with changing the long-standing institutional, cultural mindset and expectations by influencing employees to adopt the new direction through targeted analysis and development of tailored communication and training plans.» Articulated the vision, the case for change and the WiiFM, “What’s in it for me?,” in a way that proactively addressed the concerns up front and highlighted benefits to minimize resistance to the change, post-implementation.Left position as contract duration and projects were completed.
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  • Strategy Rocket Business Solutions, Llc
    Human Capital And Strategy Consultant
    Strategy Rocket Business Solutions, Llc Dec 2018 - Jul 2020
    Independent management consultant providing diagnostics and interventions to support business goals through the power of strategy and human capital.» Produced diagnosis, interventions, job design, succession planning and career pathways, reorganization, identified the need and conducted VoC and VoE to support data-driven Board-level strategic plan approvals. » Clients: Agency serving 28K veterans and NFL professional athletes, a non-profit serving 10K clients, annually, and three private businesses across the US. » Numerous speaking engagements: leadership development (Fortune 50), university HR courses, podcasts, etc.Due to Covid’s economic impacts, I accepted project-based contract roles.
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  • Usaa
    Product Management Director (P&L)
    Usaa Apr 2016 - Nov 2018
    San Antonio, Texas, Us
    Devised unique strategies and implemented simultaneous change interventions by leading cross-functional teams to manage 2 of the Top 10 markets for the auto insurance product line. ————> Notable Success Highlights: » Revitalized Top 10 (revenue and customer volume) market with $53M profit gap and 15% in profit loss into a lucrative market, resulting in a 21% profit increase using innovative interventions for top-line growth and bottom-line margin. » Identified, diagnosed and instituted operational changes, avoiding a regulatory risk ($892K). Influenced stakeholders to gain buy-in to prioritize a $1M Agile IT automation project. Instituted urgent changes in operational protocols using inclusive VOE and focus groups. » Introduced texting and driving pricing initiative that earned $300K+ in revenue while reducing premiums for qualifying customers.
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  • Usaa
    Product Management Director - Integrated Solutions (Marketing)
    Usaa Mar 2013 - Apr 2016
    San Antonio, Texas, Us
    Bridge and liaison between banking and insurance lines of business (LOBs), specifically assigned to the people-side of change initiatives and product marketing. Strategized and executed internal and external messaging and campaigns to create holistic, integrated product experiences, ensuring executive alignment and assessing impact to customers and employees, in advance of these initiatives. ————> Notable Success Highlights:» Pioneered a new call center (COE) to deepen the customer relationship thread between insurance and banking sectors to provide solutions for customers experiencing catastrophes (hardships brought about by extreme weather.) Program resulted in a 32% increase in sales within compliance and regulatory guardrails. » Created telepresence and forged leadership relationships and change advocacy network meetings across four remote offices to break down silos and review results, resistance to change, and share strategies for success that improved sales performance by 25% over prior year. » Coached leadership team to mitigate stakeholder friction and risk to lift the performance of 1.3K employees through training needs assessments and training execution, resulting in record breaking CSAT of 96%. » Conceived and executed 7 external and internal campaigns and detailed playbooks with a matrix team of 19. One campaign resulted in 88M impressions and was featured in Newsweek and other web publications. Campaign was executed resourcefully, without additional funding, by leveraging strategic social media and industry influencer content. » Mobilized a collaborative cross-functional program and project team of 16, including brand, digital, corporate communications, vendors, legal, and champions. Crafted leadership messages, press releases and scripts for radio, television, news articles, interviews and employee facing communications for the USAA Car Buying Service: 2M​ vehicles sold.
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  • Usaa
    Staff Advisor (Policy And Program Management)
    Usaa Jun 2010 - Mar 2013
    San Antonio, Texas, Us
    End-to-end program owner. Uncovered client needs, determined strategy and developed training and communication plans and proposals for project delivery, resulting in improved efficiency and effectiveness in programs and operations. ————> Notable Success Highlights:» Executed organizational change management for a division of 3.5K employees, curating training, webinars, designed policies and procedures with input from leadership and voice of employee and customer. (VOC and VOE) » Increased employee adoption of an in-network referral pipeline by 16%, training division staff and management via webcasts and seminars. » Facilitated leadership workshops and presented change innovations to multiple Board of Director members.» With an entrepreneurial mindset, co-patented invention (US 87210909) and received recognition from the CEO. » Identified breakdown in claims process and established vendor relationship to handle operations (BPO) leading to $1.7M in savings, using Six Sigma methodology. Worked closely with IT to incorporate system changes and training plans for leadership, vendor partner and staff.» Deployed end-to-end product development for white glove, USAA branded roadside assistance product in 2 strategic markets, generating $60K incremental cross-sell revenue with 100% customer satisfaction. (Simultaneously managed end-to-end, global Roadside Assistance program impacting 1.4M customers per year, with $400M program budget.)» Restructured and negotiated vendor / supplier relationships and contracts, ensuring KPIs and SLAs were met. Resolved customer, vendor and operational escalations to ensure a quality CX.» Selected as one of 25 employees, enterprise-wide, to complete USAA’s first Innovator Certification partnership with the University of Texas. Position was later titled Experience Owner Lead.
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  • Usaa
    Claims Service Manager (Operations)
    Usaa Apr 2006 - Jun 2010
    San Antonio, Texas, Us
    Interviewed, hired, trained and managed adjusters.———> Notable Success Highlights: » Hand-selected as SME for VP-level Six Sigma project with 6 Directors to map proper vehicle inspection process improvements for customer experience after an auto accident. Project affected entire USAA claims department of approximately 3,500 employees across 4 locations and professional levels. » Facilitated climate survey reviews and action planning sessions. Executed to those plans to achieve tangible improvements in employee satisfaction, fostering an environment of inclusion and continuous improvement. » Coached and mentored a team of adjusters to success, leading to promotions out of the department. Turned around declining performance by coaching to call handling and investigation quality, including facilitating tough conversations. Led team meetings that reinforced the mission and core values. » Worked with HR and employee relations, making decisions around FMLA, performance reviews, compensation, performance improvement (PIP) individual talent development plans (IDP) and succession planning. » Promoted from Individual Contributor to Operations Manager in 2008. Recognized as 1st employee certified in Arbitration.
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  • Additional Notes
    Additional Career Notes
    Additional Notes Mar 2001 - Mar 2006
    Served as an individual contributor in the non-profit sector.Individual contributor, people leader snd staff role in publicly traded company.

Crystal Taylor Skills

Change Management Management Project Management Organizational Development Risk Management Strategic Planning Operations Management Vendor Management Human Resources Strategic Human Resource Planning Leadership Organizational Effectiveness Management Consulting Program Management Training Business Strategy Strategic Communications Cross Functional Team Leadership Communication Critical Thinking Influence At All Levels Business Process Improvement Coaching Problem Solving Business Microsoft Office Conflict Management Negotiation Stakeholder Engagement Customer Service Voice Of The Customer Product Management User Experience Design Strategy Business Administration Agile Analytical Skills Competitive Intelligence Social Media Product Development Presentation Skills Innovation Programs Managing Distribution Channels Multi Channel Campaign Management Business Acumen Learning Agility Mba Engaging People High Achiever Cross Functional Team Building Motivated Marketing Business Analysis Customer Experience Corporate Communications Client Satisfaction Agile Methodologies Microsoft Word Microsoft Powerpoint Visio Peoplesoft Microsoft Excel Team Leadership Training And Development Team Development Individual Development Plan

Crystal Taylor Education Details

  • University Of The Incarnate Word
    University Of The Incarnate Word
    Organizational Development And Leadership
  • University Of Phoenix
    University Of Phoenix
    Management
  • Texas A&M University
    Texas A&M University
    Psychology

Frequently Asked Questions about Crystal Taylor

What company does Crystal Taylor work for?

Crystal Taylor works for Usaa

What is Crystal Taylor's role at the current company?

Crystal Taylor's current role is Organizational Change Management | M.S. | MBA | CCMP | Prosci CCP | SHRM-CP | CPM | ITIL 4 | Published Writer.

What is Crystal Taylor's email address?

Crystal Taylor's email address is cr****@****saa.com

What is Crystal Taylor's direct phone number?

Crystal Taylor's direct phone number is (210) 531*****

What schools did Crystal Taylor attend?

Crystal Taylor attended University Of The Incarnate Word, University Of Phoenix, Texas A&m University.

What skills is Crystal Taylor known for?

Crystal Taylor has skills like Change Management, Management, Project Management, Organizational Development, Risk Management, Strategic Planning, Operations Management, Vendor Management, Human Resources, Strategic Human Resource Planning, Leadership, Organizational Effectiveness.

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