Lead six analysts delivering data-driven acquisition insights and recommendations using compelling visualizations & story telling.• Hand-picked by senior executives to create robust product acquisition analytics practices and assets.• Recruited and trained high performing team of decision science and business strategy analysts; established team vision, value proposition, and processes; instilled strong culture of analytic excellence focused on business results.• Rapidly developed and deployed multiple Tableau dashboards and other visualization assets giving product line and operational leaders unprecedented sales performance insights across numerous dimensions.• Developed product bundling analysis revealing key improvement opportunities affecting significant portion of company scorecard.• Present acquisition performance drivers & insights to senior executives at weekly and monthly business reviews.• Manage forecast impacts of critical initiatives delivering significant incremental annual products.

Led portfolio transforming USAA’s contact center with call routing & recording technologies; enabled enhanced forecasting & modeling by implementing contact center operational data warehouse. Led ~45 professionals: data analysts and various agile team roles. • Led enterprise contact center technology transformation. Migrated thousands of users from all business units (US & EU) to Voice over IP (VoIP) technology, successfully integrating business unit-specific processes and technologies with strategic platform. Resolved technical and change management issues through diplomacy, prioritization, influence, and transparent negotiations with operations, business, technology, and vendor executives.• Led the development and enterprise deployment of call recording and cloud-based transcription technology for millions of calls/year handled by USAA & 3P users in the US and EU. Collaborated with legal, compliance and risk to identify regulatory requirements and create resolution plans—HIPAA; PCI; Privacy; GDPR; etc. Developed user experience, processes, tools, and controls to provide thousands of users compliant access to call recordings and transcripts. Created program strategy outlining how new technology would transform numerous functions: quality assurance, coaching, analytics, and compliance processes. • Implemented real-time predictive call routing model. Optimizes service calls by routing calls to specific agents based on predicted cross-sell opportunity (Patents 9,917,951; 10,038,789; 10,044,868; 10,440,186; 10,666,807; 11,012,571). Met model risk management requirements. Influenced each business unit to endorse implementation by demonstrating cost savings were much greater than sales losses.

Led program portfolio delivering USAA’s Financial Centers: market/site selection; design and construction; customer experience (processes and technology); ATM capabilities.• Co-developed USAA’s Financial Centers, blending face-to-face, digital, and video telephony technologies into a compelling omnichannel user experience delivering wealth management, insurance, banking, and investments products and services. Used qualitative and quantitative analysis to design user experience and to select markets & locations. Led matrixed to team in translating traditional phone-based service processes into omnichannel processes. Opened 16 Centers in 11 states targeting active-duty military. Financial Center visitors acquired products 6X faster than non-visitors and used USAA’s Mobile app 63% more after their visit. Video telephony interactions generated up to 2X more products than equivalent audio-only call.• Designed and implemented video telephony system enabling centrally located video agents to provide insurance, bank, mortgage, investment, and life insurance products to members in physical Financial Centers nationwide. Ensured video agent processes were compliant with multiple financial services regulations.• Implemented document exchange capability allowing centrally located video telephony agents to remotely scan & print documents at any Financial Center video telephony office nationwide (Patents: 9,183,536; 9,390,421; 9,741,041; 10,521,803; 10,949,862). Emulated members and video agents “virtually” handing each other physical documents.• Designed and implemented video agent workstations, maximizing the video-facilitated face-to-face experience with members at remote Financial Centers. Trained agents how to deliver outstanding, USAA-quality service on camera.

Led nine architects in designing life & annuity user experiences on usaa.com.• Developed 3-year experience roadmaps for life insurance and annuity acquisition & servicing capabilities.• Redesigned annuity product “store” pages improving member product education and application start rates.• Leveraged web analytics to identify and address user pain points and acquisition funnel bottlenecks.

Led USAA’s $21M financial transactions program portfolio; led six program/project managers. Projects delivered bill payment and funds transfer capabilities to phone agents and usaa.com.• Implemented Accounts Receivable Conversion (ARC) enabling USAA to convert paper checks into automated clearing house (ACH) transactions, reducing USAA’s transaction fees and accelerating USAA’s receipt of funds.• Co-invented (Patents: 8,275,708; 8,744,962) consolidated bill payment infrastructure enabling members and phone agents to set up recurring payments for USAA bills from bank accounts, credit cards, and debit cards.• Improved member service by simplifying phone agent’s view of insurance billing information.

Planned & executed $10M portfolio delivering contact center technology.• Deployed a web-based customer relationship management application (“Portal”) to 14K phone agents, improving member service by giving all agents a consistent, holistic view of members’ relationship with USAA. • Integrated Portal with multiple product-line specific applications (e.g., insurance, banking, investments). • Reduced handle time by standardizing critical member service processes for all phone agents: establishing new USAA members; updating military rank & status; product pre-approval presentation to expedite cross-selling.• Developed multi-year capability roadmap, managed portfolio execution and budget performance.