AVP (Executive), Senior Experience Owner- Outbound Communications

The Opportunity

As a dedicated AVP, Senior Experience Owner, you will be accountable for the end-to-end enablement of Member Operational Communication for the association in the Member Communication area.

Create strategic focus on world class member and employee experience, exceptional service and relationship building. Collaborates across respective lines of business, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistently with strategic intent. Partners with cross Function or Line of Business, USAA, and/or third-party executives to ensure current and future requirements are met.

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.

What you'll do:

• Identifies and aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.
• Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods that have impacts across the Function or Line of Business.
• Responsible for developing strategy and driving execution through Agile methods which increase member value, time to value, and to optimize cost to serve.
• Identifies and partners with key stakeholders to ensure optimal member value.
• Sets strategy to manage change capacity to optimize member benefit and business performance.
• Incorporates industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.
• Creates a sustainable plan that supports growth and resiliency for the experience and the broader business.
• Accountable for the prioritization and execution of work and investments in alignment with strategic business objectives.
• Buils 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.

Qualifications

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 10 years of progressive related experience developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment required.
• 6 years of experience in building, managing and/or developing high-performing teams.
• Proven experience leading change and driving innovation to improve a customer or employee experience.
• Demonstrated understanding of customer experience management as a business philosophy.
• Robust and comprehensive experience with product analytics and synthesizing data and insights to drive decisions.
• Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

What sets you apart:

• Financial services, insurance, or other highly regulated industries.
• Experience with business case development and planning cycle for funding.
• Improved regulatory and compliance while reducing operational risk.
• Experience in process optimization and technology modernization.
• Organizational design and operating model development.
• US military experience through military service or a military spouse/domestic partner.

Compensation

Compensation range: The salary range for this position is: $169,880- $305,780.

Benefits

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.