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Providing members with a great experience every time they engage with USAA, whether it is with a member service representative or digitally, will be a focus of the employees in the association’s new Austin office. Ensuring each of those interactions is simple, enjoyable and similar to working with a representative, is a priority for USAA.
“It’s increasingly clear that digital tools will be an important way members will interact and do business with USAA,” said Meriah Garrett, USAA's chief design officer. “We have to be sure those interactions are intuitive and accomplish our members’ goals. We start by using empathy to understand their needs and work from that root to design a seamless experience across every USAA touch point.”
When fully staffed, the Austin design studio will house more than 120 employees. In addition to experience design, the team also works within USAA to optimize internal processes aimed at providing even better service for our members, along with world-class employee experiences.
“We are a financial services organization, but for 95 years our business has really been member service,” said Garrett. “We want to make planning your finances, getting a mortgage, or providing the best insurance coverage as easy and approachable as shopping online or streaming a video.”
USAA is headquartered in San Antonio, but also has design, IT and digital focused employees in Plano and now Austin, Texas. The association also has large employee populations in Addison, Texas; Phoenix; Colorado Springs, Colorado; Tampa, Florida and Chesapeake, Virginia.
The USAA family of companies provides insurance, banking, investments, retirement products and advice to 12.4 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit usaa.com.