Executive Director, Senior Experience Owner- Inbound Communications

The Opportunity

Aligns focus of Disciplined Execution Owners (EO, BDO, PO, DPO) towards leading and executing experiences that serve end-user needs that are compliant.

Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods.

Acts as an accountable leader responsible for executing and managing through Agile methods to increase member value, time to value, and to optimize cost to serve.

Responsible for delivery of members, relationship and product production with impacts across the Function or Line of Business working with marketing and channel partners.

Pairs with key stakeholders to ensure optimal member value.

Manages change capacity and executes accordingly to optimize member benefit and business performance.

Maintains awareness of industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.

Pairs to set direction for working with established service level and financial guardrails to create a sustainable growth plan for the experience and the broader business.

Builds 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, implementing and/or managing customer or employee experience strategies, major initiatives, and delivering results within a complex matrix environment required.
• 4 years of people leadership 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.
• Experience with product analytics and synthesizing data and insights to drive decisions.

What sets you apart

• Demonstrated success building capabilities and operating models
• Process optimization experience
• Operational Risk management and controls experience
• Mail life cycle and document storage management
• Experience in Strategy to Execution
• US military experience through military service or a military spouse/domestic partner

Compensation

Compensation range: The salary range for this position is: $147,750-$265,950.

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.