Allen Lay

Allen joined USAA in 1999 and is responsible for digital experience across digital properties in the Property and Casualty company.  He has designed and implemented service and experience strategies, personas, and prioritization frameworks. He spearheaded enterprise-wide business planning teams to enhance customer focus, integrate customer behavioral data and sequence and streamline  planning and decision making.
Previously Allen led teams in Experience Strategy, Integrated Marketing and Digital Publishing.  With over 20 years of design experience, Allen has established and led organizations, with a focus on enhancing engagement and simplifying experience while maintaining a 95% customer satisfaction rate.  Notable achievements include several usaa.com and mobile redesigns and the launch of USAA’s iPad app. 
Allen has over 15 years of financial services experience with USAA. He has held various roles in Channel Management, Digital, Marketing and Strategy.

He holds a BA in English with the University of Texas at San Antonio.