AVP, Senior Experience Owner

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Chesapeake, VA or Tampa, FL. Relocation is available.

The Opportunity

This executive role is accountable for the overall strategy, direction, performance, and management of the delivery of large and complex member experiences and/or business deliverables and the distribution of products and services across all channels. Creates strategic focus on world class member and employee experience, exceptional service and relationship building. Collaborates across respective line of business, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Partners with businesses across USAA and/or third-party executives to ensure current and future requirements are met.

What you’ll do:

• Identifies and aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.

• Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the business.

• Responsible for developing strategy and driving execution through Agile methods which increase member value, time to value, and to optimize cost to serve.

• Identifies and partners with key stakeholders to ensure optimal member value.

• Sets strategy to manage change capacity to optimize member benefit and business performance.

• Incorporates industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.

• Creates a sustainable plan that supports growth and resiliency for the experience and the broader business.

• Accountable for the prioritization and execution of work and investments in alignment with strategic business objectives.

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Ensures 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.

• 10 years of progressive related experience developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment required.

• 6 years of experience in building, managing and/or developing high-performing teams.

• Proven experience leading change and driving innovation to improve a customer or employee experience.

• Demonstrated understanding of customer experience management as a business philosophy.

• Robust and comprehensive experience with product analytics and synthesizing data and insights to drive decisions.

• Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

What sets you apart:

• P&C Claims experience, with multi line claims leadership level experience

• Experience automating claims processes and implementing claims technology.

• Experience with Guidewire

• Executive leadership experience with demonstrated success influencing at all levels, developing business strategies, and collaborating across business lines.

What we offer:

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 position. The salary range for this position is: $163,880.00-294,980.00.

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

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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, please 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.