Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Experience Owner Lead, you will proactively lead, manage, and measure large and/or complex experience life cycle(s) from conception to release, iteration and maintenance, while communicating with stakeholders and maintaining and prioritizing a backlog of experience, risk, and process improvements to ensure delivery to experience expectation across all channels, to include digital. You will partner with Enterprise and/or third-party stakeholders to promote Member experiences and/or Business deliverables that are aligned to strategic outcomes and compliance with applicable regulatory requirements.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: Charlotte, NC, Chesapeake, VA, Colorado Springs, CO, Phoenix, AZ, Plano, TX, San Antonio, TX, or Tampa, FL.

Relocation assistance is not available for this position.

What youll do:

Measure, evaluate, visualize, and communicate experience performance, member interactions and its financial impact on the business.
Lead, influence, and implement tactical and strategic actions related to product and or business need.
Be responsible for financial, regulatory, and operational risk management related to the large and /or complex experience, risk mitigation and effective control environment prioritizing closing any gaps or findings.
Identify, prioritize, develop, and release IT work in partnership with IT, Design, third parties, and other key stakeholders to deliver value across experience(s).
Leverage human-centered design methodology with key stakeholder, partner, and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes, and/or business deliverables.
Develop, maintain, and implement Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs) for large and/or complex experiences to ensure correct data and instrumentation for the experience and related processes; monitors and uses data to improve experiences.
Partner with process owners to ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success and adherence to applicable regulatory guidelines.
Partner with process owners to ensure strategy execution and delivery is fulfilled through ongoing change management, leveraging data to assess business problems and system enhancements.
Identify acceptable performance limits and establish and lead management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.
Serve as a mentor and advisor to teammates.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
8 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Advanced degree and 6 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing.
6 years of progressive related experience developing, implementing, executing, creating, and/or managing customer or employee experience strategies, major initiatives and delivering results within a complex matrix environment required.
Comprehensive understanding and experience applying best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint.
In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
Demonstrated experience identifying key performance indicators to measure before & after changes to determine improvement, effectiveness, and identify unintended consequence.
Expert knowledge of and demonstrated success at developing, executing, and refining strategies that support productive, efficient, successful, and mission-critical experiences.
Experience in implementing and sustaining change/improvements (change champion).
Extensive experience with using customer feedback to improve a process or experience.
Demonstrated ability to lead with influence.

What sets you apart:

Digital Technologies: Familiarity with digital technologies relevant to claims, such as mobile apps, online portals, and automation tools.
Agile Methodologies: Experience working in an Agile environment, including sprint planning, backlog management, and daily stand-ups.
Claims Handling Expertise: In-depth knowledge of the claims lifecycle, various claim types, and regulatory requirements. Direct claims handling experience is highly beneficial. Specifically, Auto background.
Process Improvement: Proven ability to identify and implement process improvements to enhance efficiency and customer satisfaction. Lean Six Sigma certification is a plus.
Project Management: Experience leading and managing projects, including planning, execution, and monitoring progress.
Team Leadership: Ability to lead and mentor a team of experience designers, researchers, and other relevant roles.
Strategic Thinking: Ability to develop and execute a vision for improving the claims experience.
Decision-Making: Ability to make informed decisions based on data and analysis.
Communication: Exceptional written and verbal communication skills to effectively communicate complex information to both technical and non-technical audiences.
Gen AI: The ability to utilize Gen AI to improve business processes.

Compensation range: The salary range for this position is: $114,080 - $218,030.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.