Forecasting Analyst Senior

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

As a Forecasting Analyst Senior, you will combine deep workforce management (WFM) expertise with strong data fluency to drive accurate forecasts and improve WFM capability. You will produce forecasts across multiple horizons, validate and interpret complex data, and translate insights into actionable recommendations.

This role extends beyond traditional forecasting by requiring hands-on data exploration, tool development, and process improvement. You will connect WFM drivers to underlying data and reporting logic, partner across business and technology teams, and strengthen WFM effectiveness through scalable tools, better data practices, and clear, influential communication.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Leverages advanced business/analytical knowledge to participate or lead discussions with internal and cross functional teams to understand, collaborate and influence solution strategies of complex business objectives.
• Reviews complex data for emerging trends and leads implementation of emerging trends into forecasts and strategic recommendations.
• Applies innovative and quantitative analytical approaches, translates recommendations to business partners, provides reliable, consistent forecast/plan data and prepares written documentation and summaries on findings for delivery to executives.
• Research industry best practices.
• Applies advanced knowledge and thought leadership of various forecasting methodologies, system, and tools to produce forecasts and strategic and tactical business recommendations to promote contact center health.
• Develops and shares forecasting white papers.
• Documents assumptions, methodology, validation and testing in a manner that ensures replication of work to facilitate peer reviews and supports Governance, Risk and/or process work.
• Provides consultative guidance and effectively partners and influences appropriate business executives and/or their representatives to integrate operational initiatives into the overall forecast/plan.
• Succinctly delivers complex analysis/findings in a manner that conveys understanding, influences executives, garners support for recommendations, drives business decisions, and influences business strategy.
• Provides guidance to cross-functional team members to ensure success in achieving business 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 in Economics, Finance, Statistics, Mathematics or related discipline; OR 4 years of related experience in statistics, mathematics, forecasting or planning or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years' experience forecasting and/or planning to include expert utilization of data analysis tools in support of market, workforce and/or contact center operations; OR, if Advanced degree, 4 or more years' experience forecasting and/or planning to include expert utilization of data analysis tools in support of market, workforce and/or contact center operations to include expert utilization of data analysis tools in support of market, workforce and/or contact center operations.
• Workforce tools such as NICE, Aspect, CISCO, and/or Decision and data to include contact center data as an example as volume, AHT, shrinkage, service level and abandons.
• Experience applying innovative and quantitative analytical approaches to translate data into business insights for forecasting/planning.
• Strong written and verbal communication skills to document and succinctly deli