Full-Time

Experience Owner Lead

Posted on 11/25/2024

USAA

USAA

10,001+ employees

Financial services for military members and families

Fintech
Financial Services

Compensation Overview

$109.1k - $208.6kAnnually

Senior

Tampa, FL, USA + 5 more

More locations: Colorado Springs, CO, USA | Plano, TX, USA | Chesapeake, VA, USA | San Antonio, TX, USA | Phoenix, AZ, USA

Position can work remotely in the continental U.S. with occasional business travel.

Category
Product Management
Product Analytics
Product
Required Skills
Marketing
Data Analysis
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.
  • 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 dynamic related experience developing, implementing, completing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a sophisticated matrix environment required.
  • Comprehensive understanding and experience applying standard processes 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 demonstrating analysis and critical thinking to find 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 critically important 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.
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 sophisticated 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 partners to deliver value across experience(s).
  • Demonstrates human-centered design methodology with key collaborators, 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 (critical metrics), 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 organizational change, using data to assess business problems and system enhancements.
  • Identifies acceptable performance limits and establishes and leads management routines and control plans to supervise 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.

USAA provides financial services specifically for the military community, including active-duty members, veterans, and their families. They offer a variety of products such as auto, home, life, and health insurance, as well as banking services like checking and savings accounts, credit cards, loans, and mortgages. Their retirement services include investment options and personalized financial planning. USAA's membership model means that only military members and their families can access their services, allowing them to tailor their offerings to the unique financial needs of this community. This focus on the military distinguishes USAA from other financial service providers. The company's goal is to support the financial wellness of its members through competitive rates, no monthly fees, and extensive resources for managing finances.

Company Stage

N/A

Total Funding

N/A

Headquarters

San Antonio, Texas

Founded

1922

Simplify Jobs

Simplify's Take

What believers are saying

  • USAA's investment in digital tools enhances customer experience and satisfaction.
  • The $6.7 million San Antonio expansion reflects growth and community commitment.
  • USAA's call for a national moment of gratitude strengthens its brand within the military community.

What critics are saying

  • Recent layoffs may indicate underlying financial or operational challenges.
  • OCC's reprimand suggests potential regulatory compliance issues for USAA.
  • The lawsuit alleging breach of contract could harm USAA's reputation and finances.

What makes USAA unique

  • USAA exclusively serves military members, veterans, and their families, ensuring specialized services.
  • The company offers competitive auto insurance rates and banking services with no monthly fees.
  • USAA's leadership team, with military backgrounds, aligns closely with its mission and values.

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