Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics

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

We are hiring 2 Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics.

As a dedicated Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics, you will be responsible for leading capacity planning and workforce optimization activities for the Retail Storefront Support Team, ensuring effective management of capacity levers, operational performance, and financial resources. This role translates business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes. Success in this role requires strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes through compelling, data-driven storytelling that informs executive decision-making and drives organizational performance.

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, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL, Chesapeake, VA.

Relocation assistance is not available for this position.

What you'll do:

• Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions. Leads integration of the analytic strategy and business strategy.
• Oversee efforts to identify key business assumptions and hypotheses around line of business strategy. Continuously refine hypotheses and identify business questions to explore further.
• Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort.
• Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
• Applies expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals.
• Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
• Serves as a team lead and provides guidance and on-the-job training to team members.
• Ensure 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 Business, Science, Finance, Economics or related field; OR 4 years of relevant education and/or experience.
• 8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting.
• Experience managing capacity-related management routines; monitoring and optimizing customer retention, growth, service experience; and driving data-informed decision-making.
• Exceptional analytics and problem-solving ability to act as an SME proposing innovative solutions towards workforce planning and capacity initiatives.
• Experience developing materials and presenting and explaining complex information in a simple and user-friendly way.
• Strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes.
• Extensive exper