Nicole Devore Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas, United States

Serves as P&C Director of Digital Product Management. In this role, she leads the P&C Digital Acquisition team that supports developing and optimizing digital capabilities for Homeowners, Condo and Rental Property Insurance (RPI) products leveraging member feedback and analytics to monitor and optimize existing digital capabilities while delivering new digital capabilities and recommendations to expand Digital Acquisition.

San Antonio, Texas, United States

Developed and delivered a new digital Auto Insurance public side quoting experience that enabled users the ability to quote the Auto Insurance product prior to becoming a member of USAA. The project consisted of creating experience design, IT development, launch strategies, and marketing strategies. Selected Accomplishments:•Lead the development and managed the execution of the post pilot rollout strategy for the Auto Modular Eligibility experience which enabled the expansion of… Show more Developed and delivered a new digital Auto Insurance public side quoting experience that enabled users the ability to quote the Auto Insurance product prior to becoming a member of USAA. The project consisted of creating experience design, IT development, launch strategies, and marketing strategies. Selected Accomplishments:•Lead the development and managed the execution of the post pilot rollout strategy for the Auto Modular Eligibility experience which enabled the expansion of additional audiences and entry points into the experience. •Aligned teams across the enterprise, to include key stakeholder and leaders, on emerging insights that indicated a gap in the digital experience for current members. This effort has resulted in leadership spearheading an effort to solve the issue and bring enterprise awareness to the opportunity. •Guided partners to work through logistical issues to deliver a marketing leads program given the latest technology solution would not be delivered in time for the experience launch. The result was a short term tactical solution that will enable leads emails to be in market for the initial launch. •Build strong relationships with senior level partners to allow for better resource support and effective communication. Show less

San Antonio, Texas Area

Orchestrate the creation and implementation of a member focused strategy and solution road map to optimize and enhance the interactions between USAA and our members within the Add/Replace a vehicle and Update Lienholder experiences. Influences development and management of the greater Change Auto Insurance strategy and prioritization of key initiatives to allow for efficient delivery of Cost to Serve initiatives. Focus on leveraging member insights and experience data to identify pain points… Show more Orchestrate the creation and implementation of a member focused strategy and solution road map to optimize and enhance the interactions between USAA and our members within the Add/Replace a vehicle and Update Lienholder experiences. Influences development and management of the greater Change Auto Insurance strategy and prioritization of key initiatives to allow for efficient delivery of Cost to Serve initiatives. Focus on leveraging member insights and experience data to identify pain points, plan gaps, and opportunities and leverage a human-centered design approach to test and iterate a solution. Lead teams including Process Owners, business partners, design, IT, change management and analytics to manage work through the agile process and deliver products that meet unified objectives and that serves the member’s needs. Selected Accomplishments:• Pioneered efforts within Disciplined Execution (Documentation, development of Key Performance Indicators, and management routines), future state design of the end-to-end Add/Replace a Vehicle experience, and data instrumentation while sharing best practices with peers and opportunities for improvement with partners. • Organized and led the development of a road map and communication process to allow for more efficient alignment across teams (Experience Owners, Digital and Call Center partners) to provide clear prioritization with in the Cost to Serve investment category of the Auto Solution Kanban. • Provided strategic framework for the development of the Fill Mobile Gaps Lienholder solution to allow the team to create a solution that delivered benefit that aligned to both the business and member needs. • Build strong relationships with senior level partners to allow for better resource support and effective communication. Show less

San Antonio, Texas Area

Lead the strategy for design and integration of marketing campaigns and programs to contribute to USAA’s objectives. Knowledge and experience across all lines of business including insurance, credit card and new member on boarding. Responsible for ensuring marketing is reflective of the USAA brand, representative of the member experience and drives Key Performance Indicators of the campaign. Provide guidance on communication strategy for campaigns influencing audience criteria, creative design… Show more Lead the strategy for design and integration of marketing campaigns and programs to contribute to USAA’s objectives. Knowledge and experience across all lines of business including insurance, credit card and new member on boarding. Responsible for ensuring marketing is reflective of the USAA brand, representative of the member experience and drives Key Performance Indicators of the campaign. Provide guidance on communication strategy for campaigns influencing audience criteria, creative design including layout, imagery, and messaging. Managed communication and delivery of projects through the advertising agency of record as well as multiple internal partners.•Provided leadership in developing, executing and maintaining the New Member Onboarding marketing experience which is one of the most successful marketing programs and continues to drive Share of Relationship. Developed Customer Centered Purchase Pathways, initiation of member insight research to improve cadence experience, and strategic development of New Member landing pages. •Defined strategy and positioning for the Enterprise Security Group that has been a driving influence for current marketing campaigns that have resulted in some of the highest security tool downloads and adoption rates, improvements to the online member security experience and alignment within the enterprise on how to position USAA’s security message.•Led a cross-functional team including design agency, product partners and IT in an agile project platform to design and implement a marketing strategy and tactical plan for a pilot with Salesforce Marketing Cloud focused on dynamic content delivery within email, social and landing page channels. Leveraged knowledge of multiple COSAs, member’s relationship and experience marketing to deliver a personalized, relevant and timely communications to members. This effort achieved an increase in new member engagement, as well as incremental products through deeper member relationships. Show less

Master Of Business Administration (Mba), Marketing

Bachelor Of Business Administration (Bba), Marketing

Education record