Ryan is the Assistant Vice President of Experience Strategy at USAA. In this role, Ryan leads the Experience Strategy team in providing management consultancy services for how experiences drive market differentiation. Specifically, this team consults with business leaders across USAA on the choices that need to be made to define the desired behaviors, feelings, and actions that drive members and employees to choose USAA experiences over competing offers.
In addition to working at USAA, Ryan is currently serving on Forrester’s Customer Experience Leadership Council. Prior to USAA, he has held leadership roles for Apple, Electronic Arts, the Nestlé Institute of Health Sciences, and Comcast, with his primary focus on building design and product teams, processes, visions, and strategies focused on the intersection of Design, Customer Experience (CX), and Innovation. He has over 19+ years of experience in delivering large-scale solutions across a wide variety of industries, including Consumer Electronics, Entertainment, Financial Services, Healthcare, and Online Services.
A father of three, a husband, and an avid fan of the Liverpool Football Club, Ryan is a frequent writer and speaker, sharing his experiences with audiences across the globe at events like Tedx, Creative Mornings, Break Conference, Financial Experience Design, CanUX, UX Cambridge, UX Lausanne, and more.