Experience

• 

  Usaa

  Sept 2003 - now

  Partner with key stakeholders in the Banking digital space to create a vision and strategy for Bank servicing experiences, and lead the technical development execution. Key contributor to business case development, leveraging qualitative and quantitative research. Helped lead Bank Contact Optimization efforts for Deposits, Credit Card, Consumer Lending, & Real Estate. Partnering with Bank digital & contact center to enhance/build personalized digital experiences aimed at further engaging & containing members who interact on our self-service channels. Currently part of the Loss of a Loved One Experience team. Responsible for helping build a holistic, compassionate and proactive survivorship experience. Additionally, helps set the vision and end-to-end digital development of the life insurance & annuity claims experience. Led the Savers to Investors (S2I) team of Experience Owners, Experience Design Strategist, and creative designers responsible for developing and managing an experience strategy aimed at helping savers become investors. Currently responsible for leading the strategy, management and development of the USAA investment brokerage platform. Other leadership roles held at USAA include managing the retail brokerage Bond Trading Desk, Executive Resolution Team and Investment Sales/Service teams. Working in other capacities include Investment Sales/Service Rep, Brokerage Trader and Fixed Income Counselor. Held various roles within the Investment Management Company to include Investment Advisor and Retail Fixed Income Trader.

  • Lead Agile Product Owner

    Jun 2023 - now

  • Lead Digital/Technical Product Manager

    Sept 2020 - Jun 2023

  • Lead Experience Owner - Life and Annuity Claims

    May 2017 - Sept 2020

  • Director, Senior Experience Owner - USAA Bank

    May 2015 - May 2017

  • Director - Investment Product Management

    May 2010 - May 2015

  • Retail Bond Trading Desk Manager

    Apr 2008 - Apr 2010

  • Investment Sales & Service Manager

    Apr 2007 - Apr 2008

  • Investment Professional

    Sept 2003 - Mar 2007