Lead teams to analyze and provide insight to business leaders and executives across contact center, digital, physical presence, deposits, and member satisfaction and loyalty. Partner closely to prioritize work that supports strategic buildout and achievement. Elevate the acumen and understanding of data that connects dots and unlocks knowledge.

Lead team to analyze and deliver valuable member insights to business unit and bank leadership. Develop employees as chief insights officers. Mine complaint, net promoter score, overall satisfaction, member (customer) satisfaction, competitive intelligence and more to guide executives on enhancing experiences and build business. Manage and advise leaders on bank reputation risk, control development and implementation, and mitigating reputation risk.

Provide valuable insight to business executives and leaders that drives consumer loyalty, deepens relationships, and drives revenue. Lead multiple facets of net promoter score (NPS) and customer satisfaction (CSAT) survey programs including experience storytelling, data management, and ensuring insight gathering capability is tailored to strategy. Collaborate across businesses to combine operational intelligence with consumer sentiment to improve the consumer experience.Manage bank reputation risk assessment, mitigation, and education efforts, also working closely with bank leadership to ensure actions and activities support the organization's mission and continue to position USAA as a world class financial institution serving members of the military and their families.

Manage, analyze, and guide executives and leaders, on consumer experience insights and results, achieving 100.5% to goal in 2018. Identify and develop strategies and tactics to improve consumer experience, drawing on consumer insights to identify and meet more needs that drive revenue and meet regulatory compliance. Lead Branch and Premier Banking Voice of Client programs measuring and providing feedback on consumer experiences delivered by 7,500 teammates across 1200 branches and 200 Premier Banking locations. Delivered consecutive year-over-year increases in consumer satisfaction measurement results. Coordinate across consumer channels to deliver a holistic and consistent client experience in in-person, digital, and self-service interactions. Guide and advise work groups to deliver improved consumer experience through new teller system innovation, fraud claim renovation, and other functional efforts.

Develop, collaborate and implement long-term initiatives that support platform job family functions in recruitment, training, service delivery, customer acquisition, relationship building and business growth. Lead programs for on-boarding, performance reviews, internal talent development and employee engagement. Represent platform job family amongst 1700 branches and partner with others to create long-term strategic value that supports overall company ideals and growth.

Lead high volume store consisting of 13+ team members to achieve goals in sales, service and operational standards. Plan and collaborate with team members and partners to exceed cross sell targets, grow deposit and loans outstanding balances and achieve highest levels of customer satisfaction.

Work with 18 Financial Center Managers to achieve desired performance levels within each center. Responsibilities include coaching and driving proper strategies and activities to improve production, customer retention and asset growth. Also focused on developing direct reports, as well as their team members, for further opportunities within the Company.

Charged with initial onboarding and continued development for new hire Tellers and Teller Managers in 47 Financial Centers. Partnered with leadership team to ensure activities coincided with regional and market level goals.

Led overall efforts to achieve Financial Center goals in sales, market growth, operations and customer service levels. Worked with market leadership and other Financial Center Managers on various projects impacting both Financial Center and overall market results. Directly managed staffs varying in size from 8 to 12, and indirectly responsible for coaching and development of up the 3 sales professionals, in partnership with Financial Sales Leader. Ultimately simultaneously responsible for two Financial Centers before promotion to new role.