AVP, Senior Experience Owner

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

The AVP, Sr. Experience Owner is accountable for the overall strategy, direction, performance, and management of the delivery of large and complex member experiences and/or business deliverables and the distribution of products and services across all channels. Creates strategic focus on world class member and employee experience, exceptional service and relationship building. Collaborates across respective line of business, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Partners with cross CoSA USAA and/or third-party executives to ensure current and future requirements are met.

What you'll do:

• Identifies and aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.
• Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the Function or Line of Business.
• Responsible for developing strategy and driving execution through Agile methods which increase member value, time to value, and to optimize cost to serve.
• Identifies and partners with key stakeholders to ensure optimal member value.
• Sets strategy to manage change capacity to optimize member benefit and business performance.
• Incorporates industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.
• Creates a sustainable plan that supports growth and resiliency for the experience and the broader business.
• Accountable for the prioritization and execution of work and investments in alignment with strategic business objectives.
• 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.
• 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 relevant education and/or experience.
• 10 years of progressive related experience developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment required.
• 6 years of 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.
• Robust and comprehensive experience with product analytics and synthesizing data and insights to drive decisions.
• 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.

What sets you apart:

• 5 years of experience in Auto or Injury claims
• 5 years of experience in Claims Contact Center
• Master’s Degree and/or industry designations
• Strategic thinker with proven ability to lead change effectively and deliver business outcomes
• Demonstrated ability to drive results through Agile team leadership, product ownership, process engineering or similar experiences
• Experience driving product or feature innovation with design-led thinking, preferably with digital, mobile, or voice experience
• Experience Operating in a highly regulated P&C environment
• Experience building best in class customer experiences
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $169,880 - $305,780.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.