Director, Member Experience Intelligence and Observability

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.

The Opportunity

As a dedicated Director, Member Experience Intelligence and Observability, you will provide strategic and operational leadership for the experience intelligence team tasked with developing the foundational capabilities needed to enable insights for USAA’s member experiences.

As the program continues to progress across all five pilot experiences, the need for a senior leader to unify and direct these efforts has become critical. The director will be responsible to build, mentor, and develop the team. They will guide the team through the forming, storming, norming, and performing phases - creating clear roles, shared goals, and a culture of accountability, innovation, and collaboration. They will also be responsible for partnering with the various functional areas, and also with architecture, engineering, operations, product, and data and analytics teams.

Directs, plans, and organizes activities of professional and administrative staff engaged in providing information technology services. Provides for technical leadership in the plan, design, development, testing, implementation, or maintenance of business solutions. Provides high level consultation and influence on technical solutions, including emerging technologies. Leads and directs change management, process improvement, or technical support initiatives cross-departmentally and within assigned unit. Chips in to and accomplishes long- and short-term strategic direction. Advises senior management and provides input to aid in decision making.

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 Or Charlotte, NC. Relocation assistance is not available for this position.

What you'll do:

• Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively handle risks.

• Builds and coordinates a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Leads all aspects of efforts in establishing documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards across teams.

• Accountable for the identification, research, and analysis of end to end business, processes, and technology support opportunities.

• Develops and leads all aspects of metrics for technology support capabilities and/or processes (critical metrics, KRIs, etc.).

• Creates a multi-year plan to operationalize a technology support strategy, with key breakthroughs, results, and realization targets.

• Leads all aspects of the creation and execution of departmental budgets and forecasts for applicable technology support function.

• Supervises the availability management of technology solutions / domains by applying strong change and incident management practices.

• Works across multiple functional areas and influences future business strategy to be able to best apply available technology support functions as well as future ones.

• Stays abreast of industry trends and understands the direction of applicable technology support capabilities and ensures technology environment is agile enough to change quickly to support.

• Builds successful partner collaborations IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology support services to meet those needs.

• Participates in the development of 3rd Party vendors strategy and provides oversight to ensure achievement of technology support objectives

• May provide oversight of vendor management activities including service agreements, staff augmentation and technology contracts.

• 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 y