Experience Owner Lead

Why USAA?

Let’s do something that really matters.

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!

The Opportunity

The Opportunity

As a dedicated Experience Owner Lead, you will be responsible for developing, owning, and maintaining an auto and home ecosystem experience that facilitates a personalized, seamless journey that guides members through the auto and home lifecycle (buying, insuring, financing, owning, maintaining). You must be a strategic thinker and visionary leader, helping to develop and execute an experience strategy that delights customers and drives business growth across lines of business.

This individual will work with cross-functional enterprise collaborators to evaluate and outline digital journeys and uncover pain-points and areas of opportunities to inform and develop the strategic roadmap for the end-to-end auto and home lifecycles creating a best in class experience.

Proactively leads, manages, and measures large and/or complex experience life cycle(s) from conception to release, iteration and maintenance, while communicating with collaborators and maintaining and prioritizing a backlog of experience, risk, and process improvements to ensure delivery to experience expectation across all channels, to include digital. Partners with Enterprise and/or third party collaborators to promote Member experiences and/or Business deliverables that are aligned to strategic outcomes and compliance with applicable regulatory requirements.

This position can work remotely in the continental U.S. with occasional business travel.

What you'll do:

• Measures, evaluates, visualizes, and communicates experience performance, member interactions and its financial impact on the business.

• Leads, influences, and implements tactical and strategic actions related to product and or business need.

• Responsible for financial, regulatory, and operational risk management related to the large and /or sophisticated experience, risk mitigation and effective control environment prioritizing closing any gaps or findings.

• Identifies, prioritizes, develops, and releases IT work in partnership with IT, Design, third parties, and other key partners to deliver value across experience(s).

• Demonstrates human-centered design methodology with key collaborators, partners, and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.

• Develops, maintains, and implements Key Performance Indicators (critical metrics), 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.

• Partners 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.

• Partners with process owners to ensure strategy execution and delivery is fulfilled through ongoing organizational change, using data to assess business problems and system enhancements.

• Identifies acceptable performance limits and establishes and leads management routines and control plans to supervise performance and react accordingly when the process is out of acceptable limits.

• Serves as a mentor and advisor to teammates.

• 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.

• 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 dynamic related experience developing, implementing, completing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a sophisticated matrix environment required.

• Comprehensive understanding and experience applying standard processes 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 demonstrating analysis and critical thinking to find 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 critically important 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:

• Design, prototyping, and wireframing experience

• Experience creating world-class digital experiences

• Digital/technical product management experience

• Experience integrating and connecting products across lines of business

• Experience utilizing strong analytical skills to evaluate end-to-end experiences across multiple channels and touch points

• US military experience through military service or a military spouse/domestic partner

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.

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 data of the position. The actual salary for this role may vary by location. The salary range for this position is: $109,130.00 - $208,580.00.

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

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.