Digital Experience & Marketing Effectiveness Lead

About the role

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 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. Rather, 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.

Requirements

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