Digital Experience & Marketing Effectiveness 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. 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 and may offer remote or hybrid flexibility for them consistent with applicable policy and business needs.

The Opportunity: We are seeking a strategic, data‑driven professional to lead efforts focused on understanding and optimizing the end‑to‑end member journey across marketing and digital experiences. This role will partner closely with teams across Marketing, Digital, Analytics, Product, Go‑to‑Market, and Customer Experience to evaluate funnel performance, uncover actionable insights, and identify opportunities to improve customer outcomes. The ideal candidate brings a strong marketing and business mindset, with the ability to connect data, customer behavior, and digital experiences to drive meaningful improvements across the customer journey. This individual will serve as a key cross‑functional partner, influencing strategy, facilitating collaboration, and helping shape an emerging discipline focused on funnel optimization and member experience. This is not a technical development, IT, or dashboard‑building role; it is a highly collaborative business role requiring strong analytical thinking, project management, communication, and influencing skills to drive progress across multiple stakeholders and initiatives. The successful candidate will thrive in ambiguity, work independently, and help establish new ways of measuring and improving marketing effectiveness and customer experience.

Responsibilities

• Independently leverages digital research, business intelligence, market trends, customer insights, and performance data to identify opportunities, develop recommendations, and improve end‑to‑end member experiences across digital journeys and marketing funnels.
• Leads stakeholders in defining and translating customer needs, business objectives, and experience opportunities into strategic initiatives, requirements, features, and optimization efforts that drive measurable business outcomes.
• Drives highly complex, cross‑functional digital products and experience initiatives from concept through delivery, partnering with Marketing, Digital, UX, Analytics, Technology, Operations, and other stakeholders to validate solutions and maximize member value.
• Uses data‑driven insights, experimentation, testing methodologies, and digital optimization practices to identify opportunities for improving funnel performance, member engagement, conversion, and customer experience.
• Guides teams in generating meaningful insights through analytics, customer research, digital testing, and performance monitoring to inform product and experience enhancements.
• Develops business cases, hypotheses, and strategic recommendations that clearly articulate the value of digital products and experience investments and influence prioritization decisions.
• Monitors experience and performance metrics, identifies risks and dependencies, and drives resolution strategies to ensure successful delivery of business value and achievement of key outcomes.
• Facilitates cross‑functional collaboration and serves as a trusted advisor to stakeholders, helping teams navigate ambiguity, align priorities, remove obstacles, and execute against shared objectives.
• Leads the development and continuous improvement of digital optimization, testing, and experience measurement practices to advance organizational capabilities and improve customer outcomes.
• Creates compelling presentations and communications that translate complex data, insights, and recommendations into actionable business decisions for senior leaders and stakeholders.
• Provides mentorship and guidance to peers while serving as a thought leader in digital product management, customer experience, and optimization best practices.

Qualifications

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• Minimum 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
• Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
• Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross‑functional teams, non‑technical users and senior leadership.
• USAA does not provide visa sponsorship for this role; candidates requiring immigration support (e.g., H‑1B, TN, STEM OPT) should not apply.

Skills

• Experience optimizing end‑to‑end marketing and digital funnels to increase throughput from prospect engagement to quote, bind, and policy conversion.
• Experience in digital marketing, product marketing, customer experience, conversion rate optimization (CRO), digital analytics, or a related business function.
• Demonstrated ability to evaluate marketing performance and customer behavior across digital channels and the end‑to‑end customer journey.
• Experience leveraging data and performance metrics to identify trends, generate insights, and recommend actions that improve customer experience and business outcomes.
• Strong understanding of marketing funnels, customer acquisition, conversion, engagement, and retention strategies.
• Proven ability to translate complex data into clear business recommendations for both technical and non‑technical stakeholders.
• Experience partnering with cross‑functional teams, including Marketing, Digital, Product, Analytics, and Go‑to‑Market organizations, to drive strategic initiatives.
• Strong organizational and project management skills with the ability to manage multiple priorities and influence outcomes across teams.
• Excellent communication and presentation skills, with the ability to represent the business in cross‑functional working groups and executive discussions.
• Ability to work independently, navigate ambiguity, and proactively identify opportunities for improvement and innovation.
• Experience in emerging customer experience, funnel optimization, or digital performance disciplines, with a passion for shaping new ways of measuring and improving business performance.

Pay

The salary range for this position is $143,320.00 – $273,930.00. Compensation is based on experience and market data; the actual salary may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance at the discretion of the USAA Board of Directors. USAA has an effective process for assessing market data and establishing ranges to ensure competitiveness.

Benefits

• Comprehensive medical, dental and vision plans
• 401(k) and pension
• Life insurance
• Parental benefits and adoption assistance
• Paid time off program with paid holidays plus 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education to support professional goals

Schedule

This role requires attendance in the office 4 days per week. The position can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Chesapeake, VA; or Tampa, FL. Relocation assistance is not available for this position. USAA may offer remote or hybrid flexibility for active‑duty military spouses consistent with applicable policy and business needs.