Laurie Lowery

Director of Insight Research USAA

Laurie is a Director of Insight Research at USAA. She leads a team of researchers who employ qualitative research techniques to deliver MSR/Employee insights that influence the development of best in class tools, processes and experiences.  They also design and execute experiments to improve decision making in the contact centers.  By testing concepts and capabilities that could impact MSRs, they better enable their clients to make agile, confident and evidence-based decisions about their initiatives.  This testing helps validate that a change produces the desired outcome, as well as identifying potential unintended or negative consequences. In her current role, she is responsible for the day to day business operations in the Enterprise MSR Lab. She works with an amazing group of cross functional partners in the contact centers, EBS, IT, and UX to improve the lives of our front-line employees. Laurie has held a variety of positions during her time at USAA. She began her career in May 2004 as a part time Credit Card Specialist. In March of 2006, she was promoted to Bank Servicing Senior supporting new employee teams. In February of 2007, she was promoted to Bank Servicing Manager supporting a Deposit Servicing Team. She has also led New Employee Teams, and Senior Teams. She brings both Sales, Training, and Management experience from former employers such as AT&T and US Long Distance. She is a Certified Facilitator at USAA, Certified Usability Analyst, and Certified UX practitioner. She is currently pursuing her Master’s Degree in Industrial Psychology. In her spare time, Laurie enjoys spending quality time with friends, husband Brian, and children Samantha, Nicholas, Gabriella, and Sophia (cutest and most lovable four legged child!)

Why Laurie?
At CCW Austin, Laurie will share how USAA is creating a world-class employee experience through their Member Service Representative (MSR) Lab. During her session, she will touch upon the importance of co-development and guide you through techniques on bridging the gap between frontline employees and executives. 

Day Two: Main Conference And Expo: Tuesday, September 17, 2019

Tuesday, September 17th, 2019

10:50 The World-Class Employee Experience at USAA

+ How the Member Service Representative (MSR) Lab co-develops across the organization for a successful community
+ Focus on agile development and human centered design to enable agile development and business teams to make the most informed decisions
+ Bridge the gap between the role of the frontline employees and the role of the executives

Day Four: Site Tour Experience Day: Thursday, September 19. 2019

Thursday, September 19th, 2019

8:00 USAA San Antonio, Girl Scouts of Central Texas

*Please be advised that the morning site tour is in San Antonio and the travel time estimates an hour and thirty minutes one way.

8:00 AM: USAA San Antonio
2:00 PM: Girl Scouts of Central Texas
4:00 PM: Return to Hotel
4:30 PM: Arrive at Hotel

Check out the incredible speaker line-up to see who will be joining Laurie.

Download The Latest Agenda