Experience Owner

Purpose of Job

We are seeking a talented Experience Owner for Real Estate Servicing in Home Equity Line of Credit products and services. This position will be in the San Antonio office.

Responsible for creating and executing Member and/or Business Deliverable experiences. Develops strategies, creates and manages the feature roadmap, and executes the best possible experiences while balancing business needs. This is an individual contributor role requiring effective coordination across multiple teams and disciplines in the organization.

Job Requirements

  • Uses human-centered design to shepherd the end-to-end ownership and management of experiences and processes to members and/or employees.
  • Uses management routines to deliver day to day, end to end management of the experiences.
  • Aligns focus of stakeholders towards a unified experience that serves Members’, Employees and business needs.
  • Manages experience lifecycle from conception to release, iteration and maintenance, driving the right product for the experience while prioritizing work in backlogs to ensure delivery to experience expectations.
  • Accountable for financial, regulatory, and operational risk management related to the experience, prioritizing closing any gaps or findings.
  • Monitors Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensures correct data and instrumentation for the experience and related sub-processes; uses data to improve experiences.
  • Participates in and may lead Agile management rhythms up and down the experience taxonomy to drive cohesive decision-making and action.
  • Partners with marketing to ensure proper campaigns for experience intents and product targets.
  • Works with Agile teams through backlogs in sprints
  • Responsible for partnering with process owners to document and certify assigned processes and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification and measurement of metrics for success.
  • Manages existing and upcoming regulatory business risks by using established methodologies and exercising control plans to ensure alignment with CoSA specific requirements, process requirements, and business needs. Identifies CoSA and business process risks across all activities
  • Understands acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.

Minimum Requirements

  • Bachelor’s Degree or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
  • 6 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design, OR Master's Degree and 4 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design.
  • Experience leveraging data to make business decisions.

Preferred

  • 5+ years of work experience in Real Estate Mortgage Servicing, to include Home Equity Line of Credit product servicing, specifically around the servicing of HELOCs.
  • 3+ years of management and/or project management experience with implementation of new products and processes.
  • Advanced understanding of operational risk, compliance and regulatory requirements as it relates to Real Estate Servicing and Home Equity Lines of Credit.
  • Demonstrated ability to manage change and identify, resolve and implement controls to solve for process gaps and control breaks.
  • Demonstrated ability to drive results through Agile team leadership, product ownership, process engineering, or similar experiences.

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.

Relocation assistance is available for this position.