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Jones is tasked with driving the development of digital solutions that match the industry-renowned, empathetic service provided by USAA. His responsibilities include leadership of multiple customer experience teams, as well as innovation focused on digitally-scaled interactions, employee experience and cybersecurity.

In his past roles at USAA, Jones directed innovation companywide, including USAA Labs, which focuses on member and employee innovation, advanced research and innovation enablement.

In addition to his experience at USAA, Jones has served as a leader of digital, design, product management, marketing and innovation functions for several large companies including Charles Schwab, Poly, Cisco, Merrill Lynch and Computershare. As managing director at Schwab, he was responsible for product management, strategy and operation of the company's digital channels to easily help investors connect to their portfolios. Similarly, at Merrill Lynch Jones led the strategy development for the company's contact center and telecommunications technology that helped connect clients to advisors.