When Todd Walthall first sat down with a team of UX consultants, his first thought was, “What are these guys going to tell me?” As a veteran contact center executive, Todd was adept at driving business results in challenging operational environments, relying heavily on metrics to guide his decision making. But now he had a bigger challenge: Develop a vision for transforming the digital channels at USAA, a Fortune 150 financial services company with a history of exceptional customer service on the phones. He reached out for help – and in the process, learned how to harness the power of UX for developing and articulating an actionable, long-term strategy. Todd will share his personal experiences with UX design along with some practical tips for UX professionals who are trying to transform traditional businesses from the inside-out.
Todd Walthall is senior vice president of Channel Management. His primary focus is to set the strategic direction for the integration of USAA
's service delivery channels. He oversees the planning, management and fulfillment of member interactions on usaa.com, Mobile and Voiceline. He is also responsible for retooling the desktop applications and workflow for USAA's Member Service Representative community. Todd joined USAA in July of 2007 as the vice president of MSR Channel.
Prior to joining USAA, Todd was the Associate Vice President of Operations at Victoria's Secret Direct, a division of Limited Brands, where he managed various business functions. He led the contact center and technology teams during the launch and start up of Bath and Body Works.com. He also developed the strategic plans for site operations, real estate holdings, and diversification of customer service offerings. Todd was also responsible for the budgeting, workforce planning and the operation of the Limited Brands Direct contact centers.
Todd holds a Bachelor of Science in Business Administration from Emmanuel College in Boston, MA and is a Six Sigma Green Belt.
Todd and his wife, Tracey, have two children, Todd Jr. and Taylor.