Head of Digital and Design

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

The SVP, Digital and Design is responsible for leading the digital, design, and software engineering functions across the enterprise. This executive sets the strategic vision for digital experiences while ensuring alignment across design and technology initiatives. With a focus on delivering a world-class, member-centric digital experience, the SVP leads efforts that drive enterprise-wide digital transformation and enhance product offerings to maintain competitive advantages in a fast-evolving market.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX.

What you’ll do:

• Digital strategy, ensuring consistency and quality across all platforms (mobile, web, MSR, and conversational interfaces).

• Drives digital product management, partnering with LOB digital leads to deliver seamless experiences across digital platforms (mobile, web, enterprise workflow).

• Accountable for digital communications and operations, including content creation, optimization, and the delivery of operational communications through print, mail, and digital channels.

• Oversees and leads high-performing teams across digital, design, and application development, driving recruitment, development, retention and  ensuring alignment to enterprise strategic plans.

• Architects and delivers core digital functionalities and personalization platforms (e.g., IVR, chat, messaging, MarTech).

• Spearheads the creation of personalized, data-driven experiences by leveraging natural language understanding, expanding data sources, and using advanced analytics.

• Lead the integration of omni-channel platforms and capabilities to deliver seamless and consistent digital experiences across all touchpoints.

• Develop and execute an enterprise-wide engagement model that ensures collaboration and alignment between central digital strategies and existing LOB products and services.

• Define and drive the strategic vision for digital and design excellence, setting and maintaining industry-leading standards that align with organizational objectives and enhance customer experiences.

• Lead governance functions for digital and design initiatives, ensuring robust frameworks are in place for risk management strategies, quality assurance across all projects and all activities are in line with compliance policies and procedures.  

• Ensure adherence to enterprise-wide software development life cycle (SDLC) and applicable IT controls, driving a culture of accountability, quality, and continuous improvement.

• Establish and monitor key performance indicators (KPIs) to ensure digital products and services meet industry-leading standards for quality, reliability, and user satisfaction.

• Define and implement a federated design operating model that aligns with enterprise goals, ensuring end-to-end consistency across COSAs, with digital and design governance and standards established and administered from the ‘the center.’

• Collaborate with C-Suite executives and senior leadership to influence long-term enterprise strategies, aligning digital and technical development with corporate objectives.

• 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.

• 10 or more years of progressive experience in digital, design, and/or application development, with a proven track record of leading large, complex teams in a matrixed and consumer-focused environment.

• 8 or more years of experience in people leadership, managing high-performing teams, and delivering enterprise-wide digital and technical initiatives.

• Extensive experience in developing and delivering large-scale digital products, services, and applications with a focus on agility, technology, and market leadership.

• Demonstrated knowledge of developing new digital products, digital transformations and/or emerging technology platforms, applications and standards.

• Deep expertise in digital technologies, fintech trends, data analytics, AI, and customer experience design.

• Excellent business acumen, strategic insight, and communication skills, with proven success in spearheading digital initiatives that drive business growth and enhance customer engagement.

• Expertise in designing and optimizing digital experiences to improve customer engagement and satisfaction.

• Extensive knowledge of federal laws, cybersecurity best practices and regulatory requirements to ensure digital initiatives are secure and compliant.

What sets you apart:

• 15 or more years of digital leadership, demonstrating a deep understanding of digital ecosystems.

• Demonstrated accomplishments in leading large scale digital transformation initiatives that drive organizational growth and enhance operational efficiency.

• Expertise in overseeing extensive product portfolios and financial management.

• Proven results leading digital innovation initiatives, prioritizing a customer-centric approach that enhances customer engagement and satisfaction.

• Exceptional ability to navigate and adapt to rapidly changing digital landscapes, ensuring organizational agility and responsiveness.

• Advanced degree such as MBA and Industry certifications are preferred.

The salary range for this position is: $294,750 - $530,550.

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.

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

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.

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.

For more details on our outstanding benefits, 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.