In the past few years, USAA's banking division has suffered regulatory penalties related to fraud control systems and practices. In response, the company shifted from a strategic focus on innovation and member experience to a focus on risk management and regulatory compliance. After much pain and suffering, the regulatory problems have been fixed, But the effect has also the culture from inspired and forward-looking to defensive and insular. Of course, for new employees who did not know the USAA culture before, this may not seem important. But for the rest of us, it just doesn't feel like working at USAA is as special as it used to be anymore.
