Assistant Vice President, Next Best Experience and Member Experience Strategy

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

Lead USAA's Next Best Experience strategy, defining how millions of members engage through personalized, context-aware experiences across channels, products, and journeys.

As Assistant Vice President, Next Best Experience and Member Experience Strategy, this role is responsible for establishing the vision, strategy, governance, and operating model for Next Best Experience across the member lifecycle. The role aligns member needs, business priorities, data-driven insights, and experience design principles to deliver the right experience in the right channel at the right time, strengthening member relationships and driving long-term member value.

Leading a cross-functional organization, this executive partners with leaders across Digital, Technology, Analytics, Marketing, Design, and the Lines of Business to define enterprise experience priorities, decision frameworks, measurement strategies, and investment direction. The role oversees the evolution of product, service, advice, and contextual engagement experiences anchored in life events, key member milestones, and meaningful moments that deepen emotional connection and brand affinity. This leader serves as the enterprise steward for member-centric decision making, translating member insights, business objectives, and emerging capabilities into a cohesive strategy that advances engagement, loyalty, satisfaction, and long-term member value creation.

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. If reside outside of 60 miles radius this role can sit remote.

Relocation assistance is available for this position.

What you'll do:

• Creates, develops, and sustains Business, Technology, and LoB relationships, acting as digital/technology product point of contact for partners/customers.

• Sets the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio.

• Serves as escalation point on day-to-day activities of the Digital or Technology product management organization.

• Provides executive oversight and leads organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders.

• Influences senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches within a LoB.

• Promotes continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate.

• Accountable for delivering on agreed upon goals and outcomes for products, services and transactions across digital channels and platforms.

• Manages investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the program or portfolio level.

• Attracts, selects, and develops top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings.

• Responsible for ensuring technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards.

• Drives the economic success of the LoB through the growth of the digital/technology product portfolio(s).

• Oversees strategic alignment across company/staff agency product portfolio(s), initiatives, and investments.

• 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 years of relevant education and/or exp