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 USAA Life Company is looking for a dedicated Experience Owner to join the Nurturing and In-Force Management Team that is focused on improving member experiences for life insurance, health insurance and/or annuity policy/contract holders. This team delivers value by targeting personalized and proactive positioning of advice and solutions for policyholders during key moments that matter. Principles that guide us - Seek to establish lifetime relationships, ensure members understand the value of products features/additional solutions and benefits while maintaining appropriate financial protection for their families, and contribute to improved overall member satisfaction.
Ideal candidates will be enthusiastic, solid, team-players who can facilitate work independently as well as lead and deliver in a fast-paced matrixed team environment. Candidates must think from a member centric perspective and demonstrate creative and strategic thinking.
As an Experience Owner, you will proactively manage and measures end-to-end member and employee experience lifecycle(s) from conception to release, including iteration and maintenance, while optimizing the outcome for the product/experience while prioritizing work. You will be responsible for communicating with stakeholders to ensure delivery of experience expectations across all channels, to include digital. In addition, 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: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL. Relocation assistance is not available for this position.
What you'll do:
Measures, evaluates, visualizes, and communicates experience performance, member interactions and its financial impact on the business.
Implements tactical and strategic actions related to product and or business need.
Responsible for financial, regulatory, and operational risk management related to the 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 stakeholders to deliver value across experience(s).
Leverages human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end users.
Aligns focus of Enterprise and/or third party stakeholders towards a unified experience that serves members', employees', and business' needs.
Establishes and 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.
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 change management, leveraging data to assess business problems and system enhancements.
Identifies 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.
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. (Total of 10 years of experience without bachelor's degree)
6 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Master's degree and 4 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing.
4 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.
Understanding of 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.
Advanced knowledge of and demonstrated success at executing and refining strategies that support productive, efficient, successful, and mission critical experiences.
Experience in implementing and sustaining change/improvements (change champion).
Hands-on experience with using customer feedback to improve a process or experience.
What sets you apart:
US military experience through military service or a military spouse/domestic partner
2 or more years of experience leading a matrixed/cross-functional team.
2 or more years of experience with Life Insurance Company product knowledge (Life Insurance, Health Insurance Product Management, Sales, Service, In Force Management, etc.).
Demonstrated experience in crafting, monitoring, and adjusting metrics aligned to Experiences and creating effective presentations presenting data in a story to team, leadership, and/or large group.
Demonstrated experience defining large business problems and executing solutions (SAFe designation/demonstrated experience as an Epic owner a plus)
Industry insights into effective In-force management and nurturing programs
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: $89,990 - $172,000.
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.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
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.
California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static_assets/Media/enterprise_hr_cpra_notice_at_collection.pdf) here.
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.
