Eric Smith Email & Phone Number

Houston, Texas, Us

Chief Digital Officer for Memorial Hermann Health System leading digital, data/analytics and contact center experiences for the largest and most progressive care organization in the area. Focused on bringing enhanced insights driven digital-first experiences to patients and physicians to improve the health and wellbeing of those we serve. * Digital Consumer Experience - overseeing the strategic planning, development and delivery of digital capabilities to enhance patient access and engagement. Product areas include mobile, messaging, virtual voice interaction, search and schedule functions, digital forms and intake, CRM, and virtual health. Continually monitoring consumer trends and innovating with modalities to connect and engage with patients and consumers.* Data & Analytics - providing enterprise data and analytics services with a focus on developing actionable insights to support enhanced care management, operational efficiencies and a better understanding of consumer/patient behavior. Bringing data science skills and discipline into the organization as well as enhancing our population health practice. Enhancing our informatics practice and leveraging the team’s clinical skills to optimize clinician workflow.* Contact Center Strategy - establishing a comprehensive strategy for the system’s contact centers. Introducing and incorporating robust workforce management/forecasting, centralized knowledge management, enhanced agent desktop experiences, call and contact center analytics, and intelligent self service IVR capabilities. Oversee contact centers that provide enterprise services including primary inbound support and referral management.Developed and continue to grow a team of digital, data and contact center leaders who are bringing a consumer-oriented lens to healthcare and driving a higher level of patient engagement.

Seattle Area, Washington, Us

San Antonio, Texas, Us

Leadership of the team responsible for the enablers of member and employee digital experiences. Key areas of responsibility include:* Chief Design Office - Central hub of design professionals assisting experience and product owners in creating human centered digital capabilities consistently across multiple lines of financial business and product families. Responsible for development of the design language system that provide templates, patterns, and style guides to enable self service design capabilities for developers.* Chief Digital Office - Overseeing digital capabilities delivered to members through mobile, .com, interactive voice, virtual assistant, and other modalities. Manages governance of standards, performance, and security while allowing for continual enhancements to digital experiences by development teams from across the company. Central hub for mobile and .com development services.* Chief Data & Analytics Office - Hub for enterprise data and information insights leverage by multiple lines of business. Responsible for managing information governance standards, sensitive data, and manages the system of record for core member data. Manages the delivery, storage, and tool infrastructure for data and analytics for the company. Provides a set of enterprise information products leveraged by all lines of business.* Innovation Services - Responsible for enabling the enterprise to bring ideas from employees and members through from concept to production in a managed and compliant approach. Oversees continual research into new digital capabilities, business models, and opportunities for partnerships within and outside of the company.Together these disciplines, delivered through a product, platform and services model, enable the award winning digital experiences leveraged by members to manage their financial lives.

San Antonio, Texas, Us

Leadership of an enterprise team focused on managing data and analytical assets, working closely with internal business partners to effectively deliver actionable insights in support of USAA’s mission.Major initiatives and responsibilities include:* Development and delivery of a technology strategy to enable managed, centralized access to key data assets for the enterprise.* Enablement of an enterprise and governance strategy, ensuring appropriate controls and traceability of information assets.* Development of an education strategy for both on technical and business consumers focused ways to capture and action data to create unique experiences and insights for end users.* Delivery of key enterprise solutions, examples of which include member contact insights and an analytics hub allowing for discoverable insights from across the enterprise.* Development of an enterprise machine learning discipline, inclusive of a cohesive methodology for developing, governing, and managing learning algorithms.* Development of data quality and accessibility programs to support increased financial compliance and regulatory requirements while continuing to leverage enterprise information as an enterprise asset to improve Member experiences. Additionally, developing key industry and academic partnerships in order to enhance the data science and analytics disciplines of the technical workforce at USAA.

San Antonio, Texas, Us

Leadership of an elite team of technical professionals providing strategy & vision for all aspects of technology at USAA. The CTO team ensures delivery on USAA's mission - providing for the financial security of it's Members. Technology Vision and Strategy° Technology strategy for a $1.4B+ technology portfolio inclusive of all technology domains.° Leadership of major business & technology initiatives including a $500M+ modernization & transformation strategy, app security enhancements, & transition to a digital first, experience-centered organization.° Connecting business vision & technology, working closely with business leadership to integrate into investment & capability plans.° Key member of corporate strategy planning team, ensuring technology portfolio is positioned to support future business needs.Partnerships and Innovation° Development of partnerships with Venture Capital community to identify emerging companies & technologies for both investment & leverage opportunities.° Integrating new & emerging capabilities from startup community into technology portfolio, as well as providing enterprise perspective & advice for developing organizations.° Strong Innovation focus resulting in organizational leadership in IP filings & grants on behalf of USAA, as well as bringing new capabilities to market for employees & Members.° Building strategic relationships with partners to bring innovative capabilities & experiences, including the first product co-development initiatives for USAA & the first mobile voice-enabled virtual assistants in the financial services industry.Leadership° Fostering a collaborative & inclusive environment that has resulting in multiple years of being a best place to work in IT.° Focus on developing career paths & a work environment allowing team members to thrive & bring their best talents in service to their peers & USAA's Members.° External leadership through active community involvement & volunteer work.

San Antonio, Texas, Us

Provide oversight, leadership, and vision for the technical architecture team at USAA.Lead an elite team of technical architects providing strategy and vision for all key aspects of technology in support of USAA and the organization's mission. The technical vision provided by the architecture team ensures support of key business goals and objectives, and supports enterprise operations, the world class service provided by Member Service Representatives, and products and services provided to the Membership.High Level Responsibilities & Accomplishments Include:* Oversight of the development of long-term roadmaps across the technical landscape including infrastructure, operations, and application domains, with a focus on innovation and industry changing capabilities.* Leadership on major initiatives inclusive of contact center technology modernization, first to market mobile capabilities, security infrastructure enhancements, and product development.* Provide strategic technology direction for the enterprise.* Identify and develop relationships with key external entities to partner in the delivery of next generation capabilities and experiences, including one of the first product co-development initiatives for the company.* Translate enterprise goals and objectives into technology strategies, working closely with business partners to integrate into investment and capability plans.* Fostering a collaborative and inclusive environment that has resulting in multiple years of being ComputerWorld's best place to work in IT.* Development of collaborative partnerships with Venture Capital community to identify emerging companies and technologies for both investment and leverage opportunities.* Identification of startup companies, integrating new and emerging capabilities into technology portfolio, as well as providing enterprise perspective and advice for young organizations.* Development of a cloud strategy for the enterprise.

San Antonio, Texas, Us

Provide oversight, leadership, and vision for the technical architecture team at USAA.Lead an elite team of technical architects providing strategy and vision for all key aspects of technology in support of USAA and the organization's mission. The technical vision provided by the architecture team ensures support of key business goals and objectives, and supports enterprise operations, the world class service provided by Member Service Representatives, and products and services provided to the Membership.High Level Responsibilities Include:* Oversight of the development of long-term roadmaps across the technical landscape including infrastructure, operations, and application domains.* Collaboration with Innovation team to identify and deliver unique and industry changing capabilities.* Provide strategic decisions on technology direction for the enterprise.* Identify and develop relationships with key external entities to partner in the delivery of next generation capabilities and experiences.* Translate enterprise goals and objectives into technical strategies, through working closely with business partners.* Fostering a collaborative environment that has resulting in multiple years of being ComputerWorld's best place to work in IT.

San Antonio, Texas, Us

Provide oversight and delivery of enterprise application solutions in support of an award winning, world class contact center. Manage teams of Member Contact application and infrastructure technology professionals who oversee the suite of solutions used to connect Members to Member Service Representatives. These tools include solutions in Speech/IVR, CTI, Call Recording & Analytics, Workforce Scheduling, Enterprise Member Profile Data, Portal/CRM, Enterprise Services, Enterprise Search, Money Movement, GIS, Social Media, and Enterprise Collaboration disciplines.High Level Responsibilities & Accomplishments Include:* Designing and executing a modernization plan for core technology (unified portal, recording, workforce management, collaboration, IVR, enterprise profile data) platforms to enable the next generation contact center.* Developing strategy for telephony infrastructure migration to IP-based contact center.* Driving retirement of dated systems and technologies to make way for more agile and cost effective solutions to meet changing business needs.* Developing vision and execution approach for enhanced cross-channel Member experiences. * Developing vision and enabling enhanced capabilities for the contact center to include click to call, co-browse, video, and social business.* Developing highly effective technical and management teams focused on enabling advanced capabilities for the business.* Leveraged partnerships with internal business customers and external service providers to bring first to market voice capabilities to mobile application.* Creating collaborative relationships with business customers managing all aspects of technical enablement to include availability of technologies, costs of solutions, and future functionality needs.* Establishing cross beneficial relationships with external partners and vendors, with emphasis on bringing next generation capabilities to the business and collaborating on product design and direction.

San Antonio, Texas, Us

San Antonio, Texas, Us

Managed a team of Contact Center professionals who managed the suite of solutions used to connect Members to Member Service Representatives. These tools include solutions in Speech/IVR, CTI, Call Recording, and Workforce Scheduling disciplines.

San Antonio, Texas, Us

Led a team of highly experienced Technical Architects responsible for the technical direction of a number of key infrastructure domains. The team provided individual leadership within each of their domains providing guidance and best practices to their internal customers.Worked with peers from business, research, and application infrastructure focus areas, forming the management team for the Chief Technology Office.

Us

Bs, Economics, Psychology

Executive Education

Executive Education

Executive Education, Strategy And Innovation