Don Griffin

30 years of Financial Services experience to include digital member communications, P&C insurance and banking operations planning and support, contact center management, customer service employee desktop design/management, P&C Underwriting, P&C Claims, process improvement, P&C and Enterprise product management and several patents for the financial services industry. Currently serving as Director, Digital/Technical Product Management, Experience Management at USAA. I lead a team of highly engaged Digital Product/Technical Managers, Development Product Owners and Process Owners. We are dedicated to enhancing and improving our member experience for Alerts and Notifications, Digital Document Delivery and electronic signature. Each are Enterprise experiences that impact over 13 million military members and their families across the United States and every place they serve across the world. Prior experience includes responsibility for banking and insurance program/project management, property insurance product acquisition and service. Member Service Representative design and implementation of desktop used by over 15,000 Member Service Representatives at USAA, managing teams of employees responsible for acquisition, service and claims handling of P&C insurance products. Experience with project management, Six Sigma, change management and developing communications that impact a department of over 5,000 employees. Specialties: Skills in digital product management, to include eSign, Upload documents and delivery and viewing of documents on .com/mobile platforms, Human Centered Design, P&C Auto and Property Product Management, employee productivity measurements, routing and assignment of telephone and non-telephone (mail, social media, email) work, Lean Six Sigma, Agile, cost benefit analysis, strategic planning, program/portfolio management and executive communications.