USAA

Angelica White

Angelica is a seasoned professional with over a decade of experience at USAA, where she currently serves as an Innovation leader. She has a proven track record of leading high-performing teams and spearheading projects in telematics, artificial intelligence, and other cutting-edge technologies, demonstrating both technical proficiency and excellent interpersonal abilities to promote a culture of achievement and diversity.

Please tell us about the journey that you've had so far and your roles and responsibilities at USAA.

I have been in the insurance industry for over 15 years. Initially, I began in an operational capacity, engaging directly with members over the phone to address their business concerns and requirements. Throughout this period, I remained committed to personal and professional growth. This entailed mastering my operational roles, providing exemplary service to members, and pursuing ongoing formal education. I entered the industry with a bachelor's degree and pursued further education to obtain an MBA. Currently, I’m pursuing a doctorate in executive coaching. This commitment to both on-the-job learning and formal education has been pivotal in my journey from an entry-level position to now leading as a director, shaping my expertise and leadership skills along the way.

I've had the privilege of taking on diverse roles across various operations, continually honing my skills, transitioning into new positions, and mastering them on the job. Throughout this journey, I've demonstrated my abilities and delivered tangible business results while also mentoring my colleagues along the way. This progression led me to formal leadership roles within operations before transitioning into the realm of innovation, where I currently reside. Innovation has afforded me the opportunity to emphasize to my team, stakeholders, and partners the significance of understanding our business objectives and executing tasks from a business standpoint. I also stress the importance of maintaining a curious mindset, always seeking out opportunities for learning. Whether it's staying abreast of industry trends, adopting new technologies, or pursuing further education, this commitment to continuous learning ensures that I remain well-versed in my field. It enhances my effectiveness in my current role but also positions me as a top candidate in the industry, leveraging the knowledge gained through both experience and formal education.

“Engaging with industry publications and continuously seeking out relevant certifications or educational programs is crucial for staying up to date on current developments. It's important to have a willingness to learn through formal channels like certifications and degrees, as well as through informal interactions with your team and customers.”

In my current role within the innovation sector, my day-to-day involves leading teams in the quest for innovative solutions to enhance the customer experience within the insurance industry. This entails identifying business challenges, collaborating with both internal and external partners, and devising creative strategies to tackle these issues.

What are some of the major challenges prevailing in the insurance space?

One of the most significant challenges we face is staying abreast of technological advancements. Technology is constantly evolving, and new technological breakthroughs are emerging incessantly, not just in the insurance sector but across all industries. So it's imperative to equip your employees with the latest knowledge, resources, and skills. As a leader, it's vital to recognize the need for dedicated time for research, learning, obtaining certifications, and staying informed about emerging technologies through business articles. This ensures that both employees and leaders are well-prepared to navigate the impacts of evolving technologies on our industry and others. With the rapid pace of technological evolution, staying informed is paramount for success.

What are recent trends that have evolved to help tackle these pain points?

In the insurance industry today, there's a widespread trend of companies embarking on modernization journeys to update their internal technology for their employees. These journeys can be lengthy and resource-intensive, requiring significant commitment from employees. Balancing this modernization effort with staying informed about external industry developments is crucial. Employees must grasp the importance of modernization while also staying attuned to industry advancements, ensuring that when the modernization is complete, they are equipped to leverage new technologies and progress effectively.

How do you see the insurance industry evolve over the next few years?

Over the next 18 to 24 months, it will be crucial to strike a balance between understanding emerging technologies like AI and the existing knowledge and expertise of employees. This entails understanding the risks and compliance implications associated with these technologies and ensuring that employees are equipped with the necessary skills to effectively utilize them as they evolve. It's about finding the equilibrium between technology adoption and automation while empowering employees to harness their expertise alongside these advancements.

Any specific piece of advice that you'd like to share with your fellow peers or other industry leaders?

My guidance would be to always stay vigilant and attentive to what's happening around you. This includes actively engaging with your teams, understanding their interests and insights about your industry. Engage with industry publications to absorb and apply relevant information. Seek out certifications, educational programs, or degree plans relevant to your field to enhance your knowledge and skills to stay up to date on the current developments. The willingness to learn should be unceasing, whether through formal channels like certifications or degrees, or informally through team and customer interactions.