Service Desk Learning & Performance Consultant Lead

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

We are seeking a dedicated Service Desk Learning & Performance Consultant Lead to drive workforce readiness, training effectiveness, and performance improvement across the IT Service Desk organization. Partnering closely with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management teams, this role develops and delivers learning solutions that improve service quality, employee performance, and operational outcomes. Operating within an ITIL-aligned IT Service Management (ITSM) framework, this position leverages performance data, quality insights, and business feedback to identify skill gaps, enhance workforce capabilities, and drive continual service improvement initiatives that improve service reliability, employee experience, and overall Service Desk performance.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX or Phoenix, AZ. Relocation assistance is not available for this position.

Responsibilities

• Anticipates future enterprise learning and performance/development requirements to support changing business needs.
• Ensures alignment of learning programs with enterprise to meet business needs.
• Synthesizes business needs, strategy, and department capabilities into learning solutions that address future challenges.
• Coaches and mentors peers and cross-functional team members to achieve business results.
• Leads the planning, design, development, implementation, communication, and evaluation of complex learning and development programs and/or experiences.
• Partners with internal and external individuals to assess business issues and develop executable strategies to address learning program needs and/or drive the development of new programs and activities.
• Assembles key participants and leads cross-functional teams in the strategy development and implementation of learning solutions driving business results.
• Establishes strategic partnerships with outside vendors and consultants to incorporate industry best practices, trends, processes, and products and services into current learning and development strategies.
• Leverages human-centered design principles to define learning experiences aligned to learner needs.
• Collaborates with internal business partners to validate that curriculum solutions align to business priorities and strategy for operational effectiveness, and applies understanding of the business, its products and processes in order to reshape content for changing needs.
• Curates and organizes course content to produce engaging, informative, and visually compelling complex and diverse programs on appropriate delivery modalities to meet the learning needs of the business.
• Manages and engages third-party vendor relationships to provide learning solutions to specific communities.
• Develops tools and processes to measure effectiveness of curriculum solutions and learner performance to ensure solutions meet employee skill development requirements.
• Continuously evaluates and improves the learning and development programs and processes to support USAA's evolving business.
• Ensures 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.
• 8 years of experience in conducting needs assessment, designing, implementing, and managing learning and development programs for a diverse client group.
• Program Management & Strategy: Leading the full lifecycle of learning and development programs – from needs assessment and strategy development to design, implementation, delivery, and continuous improvement – for Service Desks, IT Support, Contact Centers, or Technical Operations. This includes developing onboarding, technical, service management, knowledge management, and performance improvement programs.
• Learning Design & Delivery: Designing, implementing, and evaluating a variety of learning modalities, including instructor-led, virtual, digital, and blended programs, utilizing instructional design methodologies, adult learning principles, and learning technologies.
• Performance Improvement & Consultation: Consulting with leaders and stakeholders to identify capability gaps and performance improvement opportunities, creating performance support materials, job aids, and development pathways. This involves analyzing operational data, quality findings, and support trends to pinpoint learning needs.
• Technical Proficiency & Collaboration: Demonstrating advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration platforms, along with strong facilitation, presentation, communication, and stakeholder management abilities. Experience supporting Service Desk operations, service management, knowledge management, or workforce enablement is also essential.

Qualifications

• Leadership and Training: Leading initiatives in service desk training, workforce readiness, quality improvement, and performance consulting. This also involves developing role-based learning paths for various support roles and creating operational coaching programs to enhance quality, productivity, and customer experience.
• Cross-Functional Collaboration: Partnering effectively with Service Desk leadership, Quality Assurance, Workforce Management, Incident Management, and Knowledge Management teams to drive improvements in support performance.
• Knowledge Management and AI Integration: Supporting Knowledge-Centered Service (KCS) adoption and reuse, while also driving initiatives related to AI adoption, Agent Assist utilization, digital enablement, and overall workforce transformation to reduce operational risk and increase service quality.
• Strategic Impact and Change Management: Demonstrating a strong ability to influence leaders, drive organizational change, and align learning strategies with business outcomes.
• Relevant Certifications: ITIL Foundation, KCS, ATD, CPTD, HDI, or related certifications are preferred.

Pay

The salary range for this position is $103,450 - $197,730. USAA does not provide visa sponsorship for this role.

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

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.