VP, End-to-End Servicing and Deepening

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 VP, End-to-End Servicing and Deepening, you will be responsible for shaping and executing a world-class member experience strategy across all channels. This leader will define and champion omni-channel service standards, drive association-wide deepening and retention initiatives, and leverage data-driven insights to continuously optimize the member journey. By fostering cross-functional collaboration and providing executive-level reporting, ensures the delivery of seamless, personalized, and valuable experiences that drive member satisfaction, loyalty, and long-term value in alignment with organizational objectives.

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, , Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

What you'll do:

• Develops, executes, and leads the strategic design and governance of macro- and micro-level member journeys (e.g., onboarding, servicing, authentication). This includes ensuring seamless, integrated experiences that are demonstrably aligned with association strategic objectives and drive measurable business outcomes.

• Establishes and champions association-wide omni-channel service experience standards, encompassing tone, language, service levels, and escalation frameworks. Ensures these standards promote consistency, personalization, empathy, and regulatory compliance across all member touchpoints.

• Leads the development and execution of association-wide deepening and retention strategies in close collaboration with Lines of Business (LoBs) and CCPAO, focusing on driving multi-product adoption and increasing member lifetime value (LTV) to foster long-term member engagement.

• Owns and governs the strategic application of Next Best Action/Offer (NBA/NBO) business rules, partnering with analytics and technology teams to optimize NBA/NBO logic and ensures the delivery of relevant, timely, and personalized messaging across all channels.

• Leverages deep member insights and advanced analytics to continuously inform and optimize servicing standards, personalization strategies, and NBA/NBO logic. Prioritizes initiatives based on key performance indicators (KPIs) such as NPS, LTV, and complaint recurrence, and drive a culture of continuous improvement.

• Provides executive thought leadership through collaboration strategically across digital, contact center, product, and service teams to validate servicing logic, champion AI/personalization initiatives, and ensure association-wide readiness for new member experience programs.

• Responsible for monitoring and reporting on key performance indicators (KPIs) such as NPS, LTV, and complaint recurrence and provides executive-level insights and recommendations to drive continuous improvement and inform strategic decision-making across all servicing and deepening efforts.

• Designs and maintains clear and effective escalation pathways that reinforce trust, fairness, and consistency in all member servicing experiences. Ensures timely and satisfactory resolution of complex member issues.

• Ensures strategic alignment across servicing, deepening, and retention initiatives. Clearly communicates progress, priorities, and performance to executive stakeholders, and proactively manage expectations.

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

• 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.

• 10 years of progressive leadership experience in customer experience, service design, or a related field, with a proven track record of driving significant improvements in customer satisfaction and business outcomes.

• 8 years of people