Business Process Owner Lead – Claims Advanced Capabilities

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. Our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. We are proud to support active-duty military spouses; roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

This position offers a flexible work environment requiring an individual to be in the office 4 days per week. The role can be based in San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Chesapeake, VA; Charlotte, NC; or Tampa, FL. The selected candidate will work with the Advanced Claims Capabilities team in USAA's P&C Claims Optimization office, helping shape the future of claims operations through innovation, artificial intelligence, and emerging technologies. This role is ideal for highly experienced Business Process Owners with a proven track record in Product Ownership and implementing technological solutions, responsible for identifying, developing, and implementing next-generation capabilities that enhance claim outcomes, improve adjuster efficiency, and deliver exceptional member experiences.

Responsibilities

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy
• Ensures alignment with customer and appropriate roadmap(s)
• Applies and maintains expert knowledge of business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes
• Collects and consolidates demand and identifies opportunities by business portfolio vertically within the business unit and/or horizontally across the enterprise
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are aligned with overall strategy
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts
• Leads solution development including business case / benefits substantiation and drives business requirements for process improvement initiatives
• Provides mentorship and guidance support for team and applicable business partners
• Plans and designs business processes and makes recommendations and changes to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency
• Ensures risks associated with 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
• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies
• Experience in implementing and sustaining change/improvements (change champion)
• Extensive hands-on experience with Process Mapping and Modeling and creating and validating process documentation
• Extensive experience in the application of process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices
• Demonstrated experience with Lean, Business Process Management, or similar methodology
• Demonstrated experience with utilizing various systems to collect and analyze data

Qualifications

• Strong experience in P&C Personal Lines Claims Operations with a focus on Guidewire ClaimsCenter
• Experience in leading enhancement efforts across claims processes and systems, defining requirements, prioritizing features, and ensuring successful delivery in partnership with technology teams
• AI & Innovation Leadership: experience in leading Generative AI initiatives to improve claims handling, customer engagement, and operational productivity; can assess business impact, risks, and governance needs of AI adoption within P&C Insurance
• Evaluation and measurement of AI solution performance
• Previously managed end-to-end business process design, ensuring alignment with compliance, operational efficiency, and customer experience goals
• Functional requirements decomposition and business-to-technical translation
• US military experience gained through military service or gained as a military spouse / domestic partner

Pay

The salary range for this position is $114,080 - $205,340. USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. USAA does not provide visa sponsorship for this role; candidates who will need immigration support (H-1B, TN, STEM OPT Training Plans, etc.) should not apply.

Benefits

USAA 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, career path planning and continuing education assists employees with their professional goals.

Schedule

This position requires an individual to be in the office 4 days per week.