USAALead Digital/Technical Product Manager
Aug. 2021 - Nov. 2023• Enhanced performance of all digital banking product experiences across app, web, chat and conversational AI driving up to $36B+ in annual revenue and returning $2B to members through distributions, dividends, and Bank rebates and rewards
• Directed monthly Bank Omnichannel Advocacy Handled Complaints Forum, including conducting root cause analysis on 2K+ findings per month, developing action plans to address trending complaints, and presenting findings to Executive leadership
• Trained 120 Bank Digital employees on digital experience tag design standards, exception scenarios, conventions, documentation, and processes
• Facilitated implementation of Clarabridge and Qualtrics tools and trained organization of 150+ employees with Member Satisfaction 101 onboarding
• Leveraged Agile SAFe methodology to close 196 digital data gaps over 48 design requirements and 60 digital experiences to satisfy regulatory compliance with support of 5 technical teams, 50+ FTEs, and 15 contractors
• Published and owned Bank Digital Monitoring & Reporting procedure in centralized Knowledge Central database and Bank Digital Monitoring & Reporting control in MetricStream
• Served as Bank Digital liaison to Enterprise Information Management to refine Bank Digital Tag Procedures and Job Aids, providing guidance to 80+ Digital Technical Product Managers, Omnichannel Tagging Services team, and Enterprise Information Management team
• Gathered input from 120 Technical Product Managers across 10 directors, ultimately exceeding OCC and CFPB compliance and regulatory standards through gap closure project and earning recognition with Bank Omnichannel BCC MVP Award
• Upheld USAA mission and values as Culture Champion, implementing video submission series enabling employees to recognize coworkers for demonstrating USAA’s culture tenets
• Contributed to USAA recognition as World’s Best Bank by Forbes, top mobile banking app by JD Power and Javelin, and Forrester “Elite” status for 6 consecutive years