Experience Design Advisor Senior

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.

About the Role

The Opportunity: Exceptional member experiences don't happen by accident. They happen when curious, driven people refuse to accept unnecessary complexity and are committed to making things better. That's the purpose of our Member Friction Program. As an Experience Design Advisor Senior, you'll help lead efforts to identify and reduce the most significant friction points affecting members across the bank. Working across products, channels, and business functions, you'll combine data, member insights, process analysis, and stakeholder engagement to understand what's creating friction and influence solutions that simplify the member experience. You'll be expected to think strategically, dig deep into root causes, and translate insights into actions that improve outcomes for both members and the business.

We're looking for someone who is naturally curious, highly motivated, and passionate about advocating for the member. Someone who isn't satisfied with treating symptoms when there's an opportunity to solve the real problem. You'll thrive in this role if you enjoy bringing people together around a shared goal, influencing decisions through facts and insights, and turning complex challenges into simple, meaningful improvements. This is an opportunity to work on highly visible Bank priorities, build relationships across the bank, and help shape experiences that make banking easier for the members we serve.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week.

Responsibilities

• Leverage advanced business knowledge (products, processes, etc.) and expert level subject matter knowledge to lead the collaboration with stakeholders and cross-functional teams in the development and implementation of key initiatives.
• Understand team dynamics, promote the development of team relationships, and build processes that facilitate productive teamwork.
• Direct analyses or investigations into understanding root causes for complex and often unique or undefined business problems or issues; synthesizing and interpreting large quantities of information.
• Plan and lead brainstorming sessions and planning workshops to optimize solutions for end-user needs.
• Apply principles of user-centered design towards creating visual artifacts and representations of strategic intent; influences the direction and application of principles applied.
• Propose creative design alternatives to project challenges.
• Develop communication materials, reports, or presentations that clearly define the business case and drive business decisions; communicate strategic vision and project deliverables to key stakeholders across the Enterprise.
• Identify, research and assess capabilities and industry best practices for Financial Services and other customer focused industries to ensure USAA meets and exceeds member service expectations.
• Anticipate opportunities and potential solutions and leads team through the problem resolution process.
• Champion and develop a compelling rationale in support of the final recommendation(s).
• Ensure 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.
• Minimum 6 years’ experience in experience or user-centered design and/or research and testing in a customer-centric work environment.
• Minimum 3 years’ relevant customer relationship management experience.
• Experience in customer experience or member relations within a fast-moving and highly regulated environment with clear examples of improving customer experience.
• Experience utilizing user experience design methods, principles of interface design, interactive technologies and artifacts including but not limited to prototypes, interactive mockups, design guidelines/specifications, and user stories.
• Experience with Tableau or similar data visualization tools.
• Strong communication, presentation, interpersonal and analytical skills.
• Ability to work with highly technical teams in a fast-paced environment.

Skills

• Experience conducting root cause analysis, customer journey analysis, process engineering, service design, or continuous improvement initiatives.
• Strong analytical skills with experience leveraging data, operational metrics, customer feedback, and Voice of Customer insights to identify improvement opportunities.
• Experience evaluating customer or member experiences across digital, contact center, operational, or service delivery channels.
• Demonstrated ability to synthesize data and insights into actionable recommendations that improve customer outcomes and business performance.
• Experience partnering across multiple business functions to understand challenges, gather requirements, and support change initiatives.
• Familiarity with customer experience methodologies, journey mapping, design thinking, human-centered design, Lean, Six Sigma, or process improvement frameworks.
• Strong problem-solving skills with the ability to navigate ambiguity and break down complex issues into manageable components.
• Experience listening to customer interactions, reviewing feedback, and identifying opportunities to reduce friction and improve the overall experience.
• Strong communication skills with the ability to effectively support presentations, workshops, and stakeholder meetings.
• Financial services, banking, insurance, consulting, customer experience, operational excellence, or business transformation experience preferred.

Pay

The salary range for this position is: $93,770.00 - $179,240.00.

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) and pension plans.
• 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 assist employees with their professional goals.

USAA does not provide visa sponsorship for this role. USAA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act.