Mark Gomez in

Mark Gomez

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Director Customer Experience at USAA
📍 San Antonio, Texas, United States

Mark is a respected leader at USAA, currently serving as Director of Customer Experience. He specializes in implementing strategic initiatives through process improvement, integrated planning, and organizational transformations. Mark holds an Executive MBA from the UTSA Carlos Alvarez College of Business and an MBA from the University of the Incarnate Word.

Outside of his direct role, Mark maintains an interest in major technology and consulting firms like Microsoft and Accenture. Given his extensive educational and professional background in San Antonio, he likely follows local university and professional sports.

He is recognized as an expert in global back-office processing and Robotic Process Automation (RPA).

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Experience
15 Years
Current Role
Director Customer Experience
Job Level
Mid-senior
Location
San Antonio, Texas, United States
Personality Overview

How Mark shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Mark cares about

Customer Experience
His current role and professional headline are focused on optimizing customer and member experiences using fact-based decisioning.
Process Improvement
A core theme throughout his career, leading teams to generate expense savings and revenue growth through process excellence.
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Career

Work history

8-2022
Director Customer Experience
USAA
9-2019 - 1-2023
Director Program Management
USAA
7-2018 - 9-2019
Executive Operational Planning Director
USAA
10-2014 - 9-2019
Assistant Vice President, P&C Staff Operations
USAA
12-2012 - 10-2014
Executive Director Product Management
USAA
In the press

Media appearances

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Education
2019 - 2021
Executive MBA
UTSA Carlos Alvarez College of Business
6-1997 - 1999
MBA
University of the Incarnate Word
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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