Head of Bank Digital, Payments and Transformation
USAA
Hish oversees the development of best-in-class, personalized member experiences across USAA’s digital banking channels, driving growth and product acquisition for USAA’s Retail Banking, Consumer Lending and Real Estate businesses. He also serves as a key connection point between USAA’s Bank and Enterprise teams to build shared platforms and capabilities that accelerate delivery of USAA’s mission.
Hish joined USAA from Bank of the West, where he spent four years as Chief Digital Officer and served in many capacities supporting each line of business. In this role, Hish focused on building a team supported by a strong culture, which led to strong business results, including, increasing digital acquisition from 8% to 42%, built and supported numerous ESG related digital capabilities, and rebuilt key digital platforms to support accelerating digital growth and customer experiences.
In previous roles, Hish led Digital Payments at TD Bank and held numerous digital roles at Bank of America.
Hish places a heightened focus on breaking down barriers within financial services by using business acumen and technology to drive solutions and outcomes. His “believe" mentality has been infectious throughout organizations and is responsible for driving material change leading to business growth and operational efficiencies.
Hish obtained his Bachelor of Science with concentration in Finance from North Carolina State University.
Artificial intelligence is enhancing the customer experience across bank channels, creating personalized experiences, streamlining processes, improving security and increasing self-service capabilities. As banks’ mobile-first strategies evolve, customers are being empowered to make better informed financial decisions and engage with their institutions in more proactive, meaningful ways. From AI chatbots that provide instant customer support and basic financial guidance, to online portals and mobile apps that allow clients to access their accounts and execute transactions whenever they want, wherever they want, mobile-first banking is at the center of the customer experience. Learn how enhanced digital experiences, AI integration and increasingly personalized products and services are creating a seamless experience that meets customers’ radically changing expectations.