Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics

About the role

USAA is hiring 2 Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics. This role leads capacity planning and workforce optimization activities for the Retail Storefront Support Team, ensuring effective management of capacity levers, operational performance, and financial resources. The position translates business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes. Success requires strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes through compelling, data-driven storytelling that informs executive decision-making and drives organizational performance.

Responsibilities

• Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions
• Leads integration of the analytic strategy and business strategy
• Oversee efforts to identify key business assumptions and hypotheses around line of business strategy; continuously refine hypotheses and identify business questions to explore further
• Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort
• Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience
• Applies expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals
• Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
• Serves as a team lead and provides guidance and on-the-job training to team members
• Ensure 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 in Business, Science, Finance, Economics or related field; OR 4 years of relevant education and/or experience
• 8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting
• Experience managing capacity-related management routines; monitoring and optimizing customer retention, growth, service experience; and driving data-informed decision-making
• Exceptional analytics and problem-solving ability to act as an SME proposing innovative solutions towards workforce planning and capacity initiatives
• Experience developing materials and presenting and explaining complex information in a simple and user-friendly way
• Strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes
• Extensive experience in workforce planning and analytics, complex predictive modeling and forecasting, statistical methods, business consulting, project management, audit, and operational analysis, with a proven ability to translate complex data into compelling financial narratives that inform strategic decision-making, quantify business impact, and drive sustainable organizational performance

What Sets You Apart

• US military experience gained through military service or gained as a military spouse / domestic partner

Pay

Salary range: $127,310 - $243,340

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education

Schedule

Flexible work environment requiring in-office presence 4 days per week. Position can be based in San Antonio, TX; Phoenix, AZ; Colorado Springs, CO; Tampa, FL; or Chesapeake, VA. Relocation assistance is not available for this position.