Bank Business Process Consultant Lead

About the role

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. USAA supports active‑duty military spouses and may offer remote or hybrid flexibility consistent with applicable policy and business needs. This position can be based in San Antonio, TX; Phoenix, AZ; Colorado Springs, CO; Charlotte, NC; or Tampa, FL. Relocation assistance is not available for this role.

Responsibilities

The Opportunity: This role drives strategic transformation initiatives that improve the member experience, enhance business capabilities, and optimize business processes, with a focus on contact center operations. The individual helps shape and execute transformation strategies, identifies opportunities for innovation, and develops scalable solutions that support organizational objectives, including advancing AI‑driven initiatives and emerging capabilities that modernize operations, improve efficiency, and create value for members.

• Lead the design/development of new business capabilities, leveraging AI to drive transformative changes.
• Identify and implement strategic opportunities and solutions for key stakeholders.
• Define and articulate the strategic vision for business process transformation, including integration of innovative capabilities like AI, and establish clear roadmaps for execution.
• Develop business process enhancements for the bank that align business deliverables, bank strategy and risk management framework.
• Drive ideation and conceptualization of new business ideas and initiatives; lead planning & initial execution and direct/coordinate activities for highly complex projects.
• Apply a holistic understanding of risk and regulatory compliance to business strategies and solutions.
• Manage risks using established methodologies and control plans to ensure alignment with Function or Line of Business requirements.
• Provide consultation to influence and ensure function and/or line of business processes address strategic objectives across all activities.
• Ensure alignment between internal stakeholders across all business process projects and services using proactive communication and engagement strategies.
• Utilize data and analytics to deliver insight into customer and business process performance, identifying opportunities to drive transformation and inform strategic decision making.
• Ensure risks associated with new business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• Strong understanding of contact center operations, including key processes, current technological advancements, and how process changes affect operational efficiency and effectiveness.
• Minimum 8 years’ experience in business process consultation, process design, developing business processes, procedures, measures, and metrics.
• Expert knowledge of bank products and processes.
• Experience leading programs/projects, business process owner/consultant or working in an agile environment.
• Experience applying quality management, process improvement, and leveraging process improvement tools and methodologies.
• Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
• Experience/knowledge of Risk Management frameworks and Banking Regulatory requirements.
• Demonstr