Founded in 1922, USAA provides insurance, life insurance, and banking to members of the military and their families. Its recognition experience had grown to more than 125 programs serving 38,000 employees. After nine months of cross-functional planning, USAA launched Eagle Recognition in August 2025, consolidating programs while preserving business-area budgets and transferring millions of points with 99.998% conversion accuracy.

With increased redemption option availability, employees spread their points across many kinds of rewards. USAA's top user-experience goal for the launch was to reduce eGift card usage from 95% to 75%. It went further: eGift cards now account for 58% of recognition points spent, surpassing USAA’s original goal by 17 points or 85%.

Results at a glance

• 83% of employees logged in within three months, over 76% of recognition is non-monetary
• 16,155 recognitions sent in the first two weeks, 68% of them non-monetary
• 44% lower first-year turnover correlation for new hires recognized in their first 90 days