About the position

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 We are currently seeking a talented Member Experience Owner Lead to join the Life Company Distribution and Service Experience team who is accountable for the end-to-end management of omnichannel member experiences across Life Insurance, Medicare and Annuity sales and service. This role will be accountable for the active management and growth of the Life Insurance direct distribution experiences, partnering with Product Management, Call Center and Digital to deliver a world-class experience for members seeking protection for themselves and their loved ones. This role proactively leads, manages, and measures 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 will be based on the San Antonio, TX; Phoenix, AZ; Plano, TX; Colorado Springs, CO. or Tampa Campus. Relocation assistance is not available for this position.

Responsibilities

• 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.

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. (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 consequences.
• 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.

Nice-to-haves

• US military experience through military service or a military spouse/domestic partner
• 5 or more years of Life Insurance direct distribution sales experience within call center and Digital environments. (USAA or Industry).
• 5 or more years of strategic planning and roadmap execution.
• Strong analytical skills with a proven ability to define, track, and interpret Key Performance Indicators (KPIs) related to member and employee experience, sales, and service.
• 5 or more years of demonstrated experience with agile execution as a product owner, epic/feature owner or subject matter expert.
• Skilled in mapping, analyzing, and optimizing complex end-to-end processes to improve efficiency, reduce friction, and enhance user satisfaction

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.