Heather Cox joined USAA in October 2016 as USAA’s first chief technology and digital officer. In this role, she oversees more than 4,000 information technology, digital and design employees who are responsible for designing and building beautiful end-to-end personalized and digitally enabled experiences for USAA members.
Heather joins USAA from Citigroup where she was the Chief Executive of Citigroup’s FinTech unit. At Citi, Heather’s team was responsible for building the first truly mobile bank of tomorrow through a smartphone-phone centric business model that delivers radically simple, connected experiences across the full range of client services. In addition, Heather was focused on driving digital transformation within the Global Consumer Bank by transitioning the business to an agile development methodology, inviting innovation through the Citi Mobile Challenge and FinTech meet up program, and embarking on the evolution to an Application Program Interface (API)-based organization.
Before becoming the CEO of Citi FinTech, Heather was the Chief Client Experience, Digital and Marketing Officer for Citi. She also served on the board of Citibank Singapore Limited.
Prior to joining Citi in 2014, Heather led Card Operations at Capital One Financial Corporation, where she developed, led and delivered a comprehensive customer experience strategy, leveraging digital innovations and customer data insights to help position it for further growth, customer engagement, and operating efficiency. Prior to Capital One, Heather served as the head of North America Operations at E*TRADE.
In 2015, Heather was named one of the 10 Most Innovative CEOs in Banking by Bank Innovation, as well as Digital Banker of the Year and One of the Most Powerful Women in Banking by American Banker. She was also recognized with the Washington Business Journal’s Women Who Mean Business award in 2013 and was named to American Banker’s Women to Watch list in 2011, 2013 and 2016.
Heather currently serves on the board for LIFT, a nonprofit whose mission is to permanently lift people out of poverty. She also serves on the boards of St. Stephen’s and St. Agnes schools.
Heather graduated cum laude with a Bachelor of Arts in Economics from the University of Illinois at Urbana-Champaign. She and her husband, Chris, are the proud parents of two teenage daughters.