Experience Owner 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. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members.

This role provides strategic leadership for Auto Physical Damage (APD), overseeing both repairable and total loss claims. The Experience Owner Lead is accountable for end-to-end process optimization, including estimating practices, repair cost and accuracy, total loss valuation, title procurement, and salvage inventory management.

Responsibilities

• Measure, evaluate, visualize, and communicate experience performance, member interactions and its financial impact on the business.
• Lead, influence, and implement tactical and strategic actions related to product and or business need.
• Responsible for financial, regulatory, and operational risk management related to the large and /or complex experience, risk mitigation and effective control environment prioritizing closing any gaps or findings.
• Identify, prioritize, develop, and release IT work in partnership with IT, Design, third parties, and other key stakeholders to deliver value across experience(s).
• Leverage human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.
• Develop, maintain, and implement Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs) for large and/or complex experiences to ensure correct data and instrumentation for the experience and related processes; monitors and uses data to improve experiences.
• Partner with process owners to ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success and adherence to applicable regulatory guidelines.
• Partner with process owners to ensure strategy execution and delivery is fulfilled through ongoing change management, leveraging data to assess business problems and system enhancements.
• Identify acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.
• Serve as a mentor and advisor to teammates.

Requirements

• Bachelor's degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Advanced degree and 6 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing.
• 6 years of progressive related experience developing, implementing, executing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a complex matrix environment required.
• Comprehensive understanding and experience applying best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint.
• In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
• Demonstrated experience identifying key performance indicators to measure before & after changes to determine improvement, effectiveness, and identify unintended consequences.
• Expert knowledge of and demonstrated success at developing, executing, and refining strategies that support productive, efficient, successful, and mission-critical experiences.
• Experience in implementing and sustaining change/improvements (change champion).
• Extensive experience with using customer feedback to improve a process or experience.
• Demonstrated ability to lead with influence.

Skills

• Extensive Auto Physical Damage (APD) expertise, spanning repairable and total loss estimating, valuation, and end-to-end claims handling practices
• Proven ability to develop and audit complex repair estimates, ensuring accuracy, consistency, and adherence to standards
• Experience operating within Direct Repair Programs (DRP) and/or overseeing repair facility performance and partnerships
• Advanced proficiency in CCC estimating platform, including detailed repair cost analysis and total loss valuation methodologies
• Deep expertise in end-to-end APD processes, across both repair and total loss workflows, with a focus on operational efficiency and quality
• Experience with digital claims capabilities, including AI-driven tools and digital enablement initiatives
• Proven leadership experience at senior individual contributor or director level, with the ability to partner closely across functions
• I-CAR certification or equivalent industry credential preferred

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.

Pay

The salary range for this position is: $114,080.00 - $218,030.00. 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.

Schedule

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This 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.