Allen Lay

Experience

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  USAA

  Apr 1999 - Jun 2023

  Assistant Vice President of Digital Experience

  Assistant Vice President, Digital Products, USAA July 2019 - Present* Lead, mentor, serve and inspire staff of 60+ people. Domains included: digital channels (USAA app & usaa.com); Optimization platform; Adobe Experience Manager Platform; Member Service Representative Knowledge Platform; and Enterprise Worklist.* Responsible for strategy, roadmap, redesign and delivery of USAA’s digital properties (usaa.com and usaa app).* Led Agile team of matrixed cross-functional, cross-company business leaders, Design experts, and IT professionals to successfully redesign USAA’s ten plus year old app.* Defined data-led approach with personas, outcomes and key results which included:10% decrease in app load time20% increase in top of funnel traffic for storefronts2% increase of mobile satisfaction score20% decrease in development delivery* Served as an escalation point and led a cross-company steering group to negotiate competing business objectives including tradeoff recommendations with regular updates to senior leadership and the Board.Assistant Vice President, Property & Casualty (P&C) Digital, USAA November 2015 - July 2019Responsible for strategy, direction and delivery of digital experiences for P&C:* Redesigned and implemented the auto insurance experience across usaa.com, mobile and member service reps ($45M in benefits over 3 years). Increased quotes by ~4+% and decreased maintenance costs by $6M.*Continuous optimization of the auto insurance and property insurance digital experiences with multi-variate testing resulting in improvements to the digital sales funnel and cost savings of over $15M.Assistant Vice President, Experience Strategy, USAA August 2013 – November 2015* Responsible for defining experience dimensions of USAA’s strategic plans (notable examples include: Nurturing, Entering the Military and Safety and Prevention).* Established Design Thinking training curriculum with 400+ cross-functional graduates. Show less