Maggie Tuschinski Email & Phone Number

Boerne, Tx, Us

As the Chief Digital Officer, I am responsible for driving digital innovation, establishing and implementing the digital strategy, and acting as a leader for the organization in technology and process improvement.

San Antonio, Texas, Us

Frost Bank, San Antonio, TX 2018 - PresentSenior Vice President, Director of Digital ServicesAs the Director of Consumer Digital Services, I lead teams of customer advocates responsible for the ongoing evolution of the customer and prospect digital channels. Success is achieved through partnerships with leaders across all business units to transform the customer experience and ensure that customers are at the center of every business decision. I am responsible for leading an Agile Digital Experience organization that includes Product Development and User Experience Design teams, as well as Digital Operations, Software Developers, and Automation/QA Testers - all working collaboratively to promote a consistent experience for customers across all lines of business and across all prospect and customer contact points. As the leader of the Consumer Digital Channels, I am responsible and accountable for the Product Strategy, Product Plan, Development Roadmap, and User Experience created and managed by the Digital Product and Design Teams. Achievements include overseeing the successful completion of a full technical re-architecture (modernizing the underlying technology and adding an API layer) as well as a complete front-end redesign for web and mobile authenticated channels. Following the completion of that work, we have increased our ability to release new products and features that deliver value to the quadruple bottom line (customers, investors, the community, and our employees) from once a month to at least once every 2 weeks based on sprint cycles, most without any downtime. We are also able to deliver off cycle as needed and have released multiple times per day on occasion (in support of PPP, as an example).

San Antonio, Texas, Us

Director Digital Product Development, Personalization Platform and Services (2015-Present)Leader of cross-functional enterprise focused agile teams (business and IT), dedicated to the development of infrastructure, services, and member facing digital products designed to be repeatable and reusable for the purpose of delivering consistent, contextually aware, and always relevant personalized experiences across all member facing channels. Role: Responsible for USAA’s digital personalization strategy and execution: strategy creation, coordination of platform architecture design and delivery, systems connectivity, and member focused “Next Best Action” recommendation engine, and relevant content, as well as the creation of personalization digital service products. Achievements: Launched the USAA Enterprise Personalization Platform, delivered the strategy, and created the new organizational operating model that led to the delivery of infrastructure, APIs and improved Data usage, storage, and access required to deliver unique 1:1 member digital interactions. Program successes include:• Created a new set of digital products that are repeatable, reusable, and channel / product agnostic. (Increased mobile usage, member deepening scores, product acquisition, and positively impacted call volumes) o By the End of 2017 delivered 1 tap navigation for 95% of all mobile app traffic, increased confirmed insights for featured life events by 20%, increased traffic to specialized features in all digital thru relevancy tools, created deep dive capabilities in all digital channels to increase velocity and findability. • Established a new measurement framework to manage product portfolio performance, validate value of experiences, manage successful delivery of stated outcomes, and quickly understand success or failure of new product constructs.

San Antonio, Texas, Us

Product Development Director, Enterprise Member Relationship Deepening (2013- 2015)Stood up a new test and learn development lab consisting of a persistent team with a backlog of features prioritized on member and business value. Guided the strategic vision and establishment of this agile development team and created a body of work focused on correcting the growing gap in the strength of member relationships with USAA. This experiment fundamentally tested and changed the operating model for designing, developing, and managing digital products going forward.Achievements:• Identified and obtained enterprise resources needed to quickly test and learn new concepts• Set and Socialized Digital Deepening Strategy, garnered enterprise support with open and consistent communication• Identified, managed and motivated top talent to adopt new Agile product development and delivery methodology• Fundamentally pressured the established funding process, ultimately leading to process changes at all levels Product Development Director, Credit Cards (2011-2013)Developed new products and features to meet member needs and wants with regard to affordability, convenience and access to highly competitive credit card products and services. Through established partnerships and proactive management, identified opportunities and implemented solutions that improved growth, profitability and operational efficiencies. Responsibilities and successes include:• Managed new product development life cycle from “Conception” thru “Launch” and led efforts to expand and change existing product line and product features – focused primarily on innovations and enhancements in digital channels• Identified and recommended market opportunities and product enhancements impacting pricing and profitability

San Antonio, Texas, Us

Responsible for Credit Card product development activities which include providing new products and features to meet member needs and wants with regard to affordability, convenience and access to highly competitive credit card products and services. As a product management director, I identified growth opportunities, delivered products to market, and executed on the USAA mission. Through established partnerships and proactive management I identified opportunities and implemented solutions that improved growth, profitability and operational efficiencies. Responsibilities and successes include:• Led efforts to expand and change existing product line and product features• Manage new product development life cycle from “Conception” thru “Launch• Participated in annual Operational Planning Conference and Project Management Council processes • Analyzed and evaluated product performance metrics to form recommendations for market opportunities and product enhancements, as well as contributing to decisions regarding product pricing and profitability

San Antonio, Texas, Us

Developed long-term member-centric strategy plan for the Investment business and Retirement Strategy overall: • Translated long-term member/segment strategies into action plans; developed, socialized, and guided execution of long-term strategic imperatives • Identified key target markets based on Enterprise Segmentation and Business Segmentation strategies, recommended products, solutions, advice, experience, and contact points based on needs within target markets• Developed granular long-term member experience strategies for Retirement and Investments Business• Supported development of member-centric annual plan for Retirement and Investments• Developed and tracked success metrics outside of corporate measures to drive and guide positive growth and contribute to positive revenue through initiatives focused on meeting member’s needs

Managed direct reports and cross-functional team to achieve top performance levels and business goals for product and segment portfolio with emphasis on developing, executing, and monitoring a unique segment specific customer account lifecycle• Presented regular updates to all levels of management, including Card Services CEO, providing financial updates, portfolio status reports, outlook, and recommendations to address any profitability and performance concerns• P&L Ownership: Required strong understanding of key financial and business drivers associated with managing a credit card P&L and the relationship of those components to each other (new acquisitions, existing portfolio, losses, collections, servicing, revenues, expenses, volumes vs rates, etc)• Developed, socialized and executed plans to establish strategic positions for segment customers that drove yearly profit growth of 10%, ensured annual segment profit goals were met, positioned segment to make aspirational growth goals, and executed all actions and strategies consistent with the Chase brand • Established positioning across Card division to ensure that practices, policies and tactics were aligned to deliver growth goals• Worked with cross-functional teams to continually develop and execute marketing strategies aimed at ensuring best practices for assigning customers appropriately based on risk and profitability

Developed credit card pro-formas, including building detailed P&Ls and back-up materials to support process for signing new, and renewing existing, partner relationships in all segments; obtained and analyzed data and recommended account specific behavioral assumptions• Worked with subject matter experts to obtain inputs all key assumptions, presented draft deal documents in review forums with Senior and Executive Management, evaluated resulting P&Ls and recommended business changes to better structure the deal to meet partner’s or prospect’s needs while meeting financial hurdles for the Bank and mitigating bank risk

• Guided strategic development of product positioning and testing to improve acquisitions and account behavior resulting in a stronger P&L• Utilized all acquisition channels to market Partners’ member base, maximizing opportunities within alternative channels to reduce dependence on direct mail, and to expand marketable universe beyond group members previously considered uneconomic to mail, increasing Partners’ YOY new account growth by 18% from 2003 to 2004• Developed and executed marketing plan that tripled online accounts, created two new and unique marketing channels, partnered with VISA to develop a $1.5MM publications media plan and creative for AARP magazine, Bulletin, email newsletters, and online banners• Challenged existing credit policies, worked closely with credit and application processing to ensure that policies were current and appropriate given products and behaviors within existing portfolio

Undergraduate, Business Administration And Management, General

Mba, Business