How USAA Architected its Business for Life Event Integration

USAA is a member-owned U.S. financial services company focused on military personnel. To support its mission to facilitate the financial security of its members, USAA developed a strategy focused on serving members through life events—major decisions and actions in a person’s life that have significant financial implications, such as getting married, buying a house, having a baby or leaving the military. By integrating its previously separate insurance, banking and investment products around customer life events, USAA is able to deliver a superior customer experience. To achieve the integration, USAA had to re-architect its business by redesigning structures, roles, incentives, processes and IT systems.