Lisa Johnson Email & Phone Number

San Antonio, Texas, United States

Provide oversight and direction for large-scale, high-impact changemanagement initiatives, including the development and implementationof best-in-class change management policy to drive efficiencies andeffectiveness. Deliver exceptional customer experience and services toensure success, retention, and satisfaction.• Partner with Enterprise Chief Information Office (ECIO) ExecutiveManagement Group to create a change strategy focused on thepeople side of change taking into consideration the best and mosteffective timing for change initiative rollouts; challenge assumptionsand stay focused on the people impact of the change.• Build relationships with Executive Management to serve as theirtrusted advisor and ensure their organization is ready, willing, andable to accept changes introduced.• Partner with the ECIO Executive Management group to build andmaintain advocates at all levels in support of their priorities andwhen necessary, create mitigation plans for resistance.• Provide an organization-level view of known changes within theorganization to help Executive Management mitigate conflictingchange and manage saturation.• Identify, diagnose, and mitigate risks prior to and after a change isintroduced into the organization.• Identify and solve gaps between the organization's portfolio of workand the change capability of the organization by reviewingalignment to strategy, audience capacity, change readiness, andstakeholder alignment.• Create, edit, and publish artifacts in support of the changeintroduced at the Executive Council, Executive Management Group,people leader, and individual contributor levels.• Provide Change Management support to Agile development teamsduring Program Increment and development release.• Mentor organization leaders, individual contributors, and projectteams in change management methodology to foster changeadvocates at all levels and within all roles.

San Antonio, Texas Area

Accountable for the implementation of multiple, highly complex project/program initiatives in the Chief Administrative Office (CAO) within USAA that requiredconfidentiality and enterprise-level visibility to achieve strategic business goals and operational objectives.• Managed risk by establishing project management processes and routines to address execution challenges associated with quality, schedule, and costs.• Planned, directed, and coordinated activities for highly complex programs and projects to accomplish goals and objectives on time and within the budget.• Secured Leadership visibility for program and project teams utilizing Change Management by monitoring and reporting business objectives,program/project achievements, and key indicators.• Developed and communicated bi-weekly, monthly, and quarterly project updates to the Executive Management Group, enterprise stakeholders and theprogram/project team sharing insights gained through root cause analyses.• Facilitated the development of the CAO Change Management team engagement and operating model ensuring processes are documented and aconsistent level of initiative support is provided.• Flexed to create and distribute change-related communication to the CAO organization when a communications partner was not available to assist.

San Antonio, Texas Area

Influenced Senior and Executive Leaders on strategic planning and action plans to ensure the most effective frontline communication channels were utilized todeliver consistent communication to contact center leaders and MSRs.• Created and contributed to Board of Directors and Executive Council artifacts to include presentations and documents.• Planned, managed, and executed strategic and tactic-focused communication plans for program and portfolio efforts in support of enterprise and line ofbusiness strategic objectives.• Partnered with Corporate Communications and pertinent business partners to align on program deliverables to remove impediments and align oncommunication business needs.• Accountable for evaluating the effectiveness of written and multimedia frontline communication tactics to ensure strategic and operational objectives aremet.• Coached and developed a team of matrixed communication, change, and program project management professionals on a monthly and ad-hoc basis tofacilitate individual professional goals as well as ensure internal processes and procedures were followed.• Identified and led the execution of opportunities to increase operational efficiencies to include workforce planning, productivity, and quality improvements.• Facilitated Agile events and served as the subject matter expert adapting Agile methodology to fit the needs of the team.• Led the development and distribution of the In the Know communication channel providing frontline leaders with timely communication for operationalchanges impacting member contact employees.• Created an internal end-to-end process for communication consulting to measure the effectiveness of the individual communications advisor andcommunication delivered.• Flexed to support Project Management and Change Partner duties when a resource was not available to provide support.

San Antonio, Texas Area

San Antonio, Texas Area

San Antonio, Texas Area

San Antonio, Texas Area

San Antonio, Texas Area