Experience Owner Lead

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

We are seeking a dedicated Experience Owner Lead.

This role is remote eligible, however, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week. 

What you'll do:

This role will define, drive, and champion user-centered design for new embedded experiences, ensuring they are intuitive, efficient, and meet user needs while adhering to technical, legal, and compliance standards.

Proactively leads, manages, and measures large and/or complex experience life cycle(s) from conception to release, iteration and maintenance, while communicating with stakeholders and maintaining and prioritizing a backlog of experience, risk, and process improvements to ensure delivery to experience expectation across all channels, to include digital.  Partners with Enterprise and/or third party stakeholders to promote Member experiences and/or Business deliverables that are aligned to strategic outcomes and compliance with applicable regulatory requirements.

• 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 complex 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 stakeholders to deliver value across experience(s).
• Leverages human-centered design methodology with key stakeholders, 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 (KPIs), 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 change management, leveraging data to assess business problems and system enhancements.
• Identifies acceptable performance limits and establishes and leads management routines and control plans to monitor 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.

What you have:

• 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 (12 years of experience in lieu of a 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 progressive related experience developing, implementing, executing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a complex matrix environment.
• Comprehensive understanding and experience applying best practices 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 leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
• Dem