Full-Time

Experience Owner Lead

Confirmed live in the last 24 hours

USAA

USAA

10,001+ employees

Financial services for military members and families

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
Project Management
Strategy Development
Business & Strategy
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 operates on a membership model, allowing only military members and their families to join, which helps them understand and meet the unique financial needs of this community. Unlike many other financial institutions, USAA's leadership team has military backgrounds, reinforcing their commitment to serving their members with a focus on financial wellness and community support.

Company Stage

N/A

Total Funding

N/A

Headquarters

San Antonio, Texas

Founded

N/A

Simplify Jobs

Simplify's Take

What believers are saying

  • USAA's investment in digital tools and platforms enhances customer experience, reflecting its adaptability and commitment to innovation.
  • The company's focus on military appreciation and partnerships, such as with the Frisco RoughRiders, strengthens its brand loyalty within the military community.
  • Despite layoffs, USAA's continued hiring and filling of over 8,300 jobs this year indicate robust growth and adaptation to changing business needs.

What critics are saying

  • The recent layoffs and top-level departures, including the upcoming retirement of CEO Wayne Peacock, could lead to instability and affect employee morale.
  • USAA's poor ratings from the Office of the Comptroller of the Currency in 2023 and 2022 highlight potential regulatory challenges and reputational risks.

What makes USAA unique

  • USAA's exclusive membership model allows it to deeply understand and cater to the specific financial needs of the military community, unlike broader financial institutions.
  • The company's leadership, with many having military backgrounds, ensures a strong alignment with the values and needs of its members, setting it apart from competitors.
  • USAA's commitment to corporate responsibility and community resilience initiatives further distinguishes it as a socially responsible financial services provider.

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