Tonya Perez-Wright

Chief Experience Officer USC Credit Union

Tonya Perez-Wright is the Chief Experience Officer at USC Credit Union, bringing more than 23 years of leadership experience in financial services. Originally from a small town in Northern California, she has spent the past two decades building her career and community in Southern California. She holds an MBA with a concentration in Finance and a Bachelor’s degree in Organizational Leadership, with a minor in Labor Studies and Employee Relations, from Penn State University. Before joining USC Credit Union, Tonya held leadership roles at Union Bank, Comerica Bank, and U.S. Bank, gaining extensive experience across consumer and commercial lending, investments, operations, and strategic planning. At USC Credit Union, now approaching $800 million in assets and supported by more than 120 team members, Tonya oversees retail, digital, EFT operations, and wealth management, along with product development, deposit growth, and membership expansion. She leads enterprise-wide initiatives that advance member experience and operational excellence, including the development of a state-of-the-art digital onboarding platform featuring biometric and possession-based security, native Spanish-language support, and an integrated member engagement journey for both consumer and business accounts. Tonya also founded the Credit Union’s annual Celebration of Women, an initiative that recognizes and uplifts the achievements of women within the organization and the broader community, fostering a culture of empowerment and inclusivity.

Known for her passion for leadership, culture, and employee growth, Tonya is dedicated to creating workplaces where teams are inspired to learn, collaborate, and deliver exceptional service. Outside of work, she is a proud mother of two adult children, one a Fire Science graduate and the other pursuing Finance and Accounting at USC’s Marshall School of Business. Financial literacy and empowerment are everyday conversations in her home. In her free time, Tonya enjoys kickboxing, Pilates, the shooting range, and finding peace by the beach.

Day 1: Growth By Design: Building Smarter For A Rapidly Changing Market

5:00 PM Capstone Fireside Chat: Reason, Season, Lifetime: Serving Consumers Seamlessly Across Channels

At the heart of our business is a simple mission: to serve our consumers. Whether they’re opening accounts, borrowing, or transacting, we provide a wide range of financial solutions tailored to their needs. In this fireside chat, we’ll explore effective strategies for driving engagement across channels—digital, contact centers, and physical branches. More importantly, we’ll discuss how to create meaningful, lasting relationships by balancing convenience with connection. Every channel plays a unique role in the consumer journey. Relationships can begin anywhere but must be nurtured everywhere. We’ll share our vision of the ideal experience, along with the principles and success metrics that guide us, plus, how we use the "home advantage" to make our branch interactions impactful. Join us to discover how serving consumers well—whether for a reason, a season, or a lifetime—can lead to deeper trust, stronger loyalty, and growth powered by genuine advocacy. Simply said, they came to us for a reason, when we do more we serve them across seasons, and if we do it right it becomes a partnership of a lifetime! Walk away with inspiration to:

Re-envision your ‘ideal’ cross-channel experience to challenge traditional thinking around what customers want
Re-defining the success metrics for your channels to focus on how they work together to create a unified experience
Re-invigorating your branch, contact center, and digital channels with a mission that resonates with members and employees alike and creates long term loyalty

Day 2: From Transactions To Relationships: Elevating CX In A Trust-Driven Era

3:05 PM Workshop: Beyond Channels – Reimagining Multichannel Strategy for the Future

As customer expectations continue to evolve, financial institutions are rethinking how they serve consumers—not just by improving individual channels, but by questioning the role of channels altogether. Is your organization ready for a “no channel” future where service is seamless, intuitive, and personalized at every touchpoint?

In this interactive, hands-on workshop, we’ll break out of the traditional channel-by-channel mindset and challenge you to evaluate your current approach with fresh eyes. Through brainstorming exercises and guided activities, you’ll explore how your digital, branch, and contact center strategies intersect—and where they may be unintentionally siloed. You’ll also look ahead to the kind of experience your institution wants to offer and what it will take to get there. In this workshop, you’ll:

Audit your current multichannel experience and identify areas for evolution
Explore the possibilities of a “no channel” approach and what it could mean for your strategy
Brainstorm creative ways to unify the customer experience across teams and tools
Redefine what success looks like beyond traditional KPIs
Leave with ideas and momentum to build a more connected, future-ready service model

Check out the incredible speaker line-up to see who will be joining Tonya.

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