Experience Owner Lead- Nurturing and In-Force Management - Life Company

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

USAA is seeking a talented Experience Owner Lead for the Life Company’s Digital and Omni Channel Distribution who will lead and direct In-Force Management operations and Cross Cosa Deepening. This role will be responsible for ensuring that existing policies adhere to operational requirements, through measuring profitability, value of new business, analyzing new business strain, and revenue. In addition, this role will be responsible for working with digital teams and marketing to establish routines and new ways of generating business through incrementality, CRM alignment of member cohorts and driving full funnel activities through a combination of internal and external relationships and partnerships.

As an Experience Owner Lead, you will proactively lead, manage, and measure large and/or complex experience life cycle(s) from conception to release, iteration and maintenance, while communicating with stakeholders 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 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, Tampa, FL or Charlotte, NC Campuses. Relocation assistance IS available for this position. Some travel to San Antonio may be required.

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 complex 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 for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.

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

• 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. (Total of 12 years of experience without bachelor’s 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 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.

• Comprehensive understanding and experience applying 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.

• Expert knowledge of and demonstrated success at developing, executing, and refining strategies that support productive, efficient, successful, and mission-critical 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:

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

• Experience working in a digital life insurance company or agency, reaching consumers through digital means: internet, social, email campaigns, etc.

• Experience working in a collaborative environment using influence and indirect tactics for accomplishing goals in a team environment.

• Digital marketing experience in a financial services or life insurance context

• Strong understanding of lead generation, top of funnel, and operational funnel metrics.

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 - $208,580.

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.