Purpose of Job
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
Accountable for the overall strategy, direction, performance, and management of the delivery of multiple, large and complex member experiences and/or business deliverables and the distribution of products and services across all channels. Creates strategic vision on world class member and employee experiences, exceptional service and relationship building across LOBs. Collaborates across respective line of business and other USAA business lines to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Partners with Product Management, senior EMG from across the Enterprise and third parties to ensure current and future requirements are met.
Job Requirements
Identify and manage existing and emerging risks that stem from business activities and the job role.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies, standards, and procedures for business activities.
Drives overall strategy, direction, and management of the end-user need/portfolio across all channels - and expected to influence decisions regarding implementation of strategy.
Aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.
Develops need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the Enterprise, utilizing the experience-focused and human-centered design mindsets.
Accountable for delivery of member, relationship and product production that has impacts across the enterprise working with marketing and channel partners.
Identifies, partners and influences key stakeholders to ensure optimal member value and long-term value for the association.
Develops and defines the overarching experience for members within portfolio set and consistent with USAA strategy.
Creates the strategy and experience to optimize the member and employee benefit and business performance.
Responsible for change adoption as an output of strategic imperatives in support of the mission.
Stays abreast of industry trends and member insights and educates the organization as an input to current enhancements of member value proposition and/or development of new value propositions.
Sets direction for distribution plan working with established service level and financial guardrails to create a sustainable growth plan for the product line and the broader business.
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.
Minimum Requirements:
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 experience in developing and driving strategies, managing major initiatives, and delivering results within a complex matrix environment required.
8 years of people leadership 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.
Experience with product analytics and synthesizing data and insights to drive decisions.
Experience with developing strategic plans for member experience initiatives, including identifying and implementing tactics that are directly tied to measurable results that optimize member benefits and business performance.
Comprehensive 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.
Preferred Experience:
Property and Casualty Claims experience
Extensive experience re-engineering and automating processes
Demonstrated success finding process efficiencies across the claims value chain with a focus on member and employee experiences
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: $178,700.00 - 321,800.00.
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.
Please click on the link below for more details.
USAA Total Rewards (https://hrportal.ehr.com/usaa/Prospective-Employees)
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.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
