Mary Lee is an experienced leader in business process ownership and strategic execution with a strong background in claims management and customer experience. Currently serving as the Director of Business Process Ownership - Claims at USAA since June 2025, Mary previously held multiple significant roles at Farmers Insurance from January 2013 to October 2024, including Director of Strategic Execution and Change Management, where Mary led strategic planning and initiatives that achieved $50 million in cost savings. As a Strategic Assistant to the Head of Service Operation, Mary collaborated with senior leadership to enhance performance in a large-scale operation, while as Director of Customer Experience, Mary successfully improved customer loyalty and retention metrics. Prior experience includes serving in the Intelligence role in the U.S. Air Force from January 1995 to January 2000. Mary holds a degree in Finance from Idaho State University, earned between January 2001 and January 2004.
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