Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

This role is responsible for leading the development and successful execution of USAA P&C Insurance Group’s integrated digital/technology products strategy and the Sales & Service omnichannel member experience and capabilities. Partners with Executive Leadership to improve performance for new and existing product acquisition and services across all omnichannels. Partners with senior leaders in the line of business and enterprise to ensure alignment of strategy, technology, and member experiences across channels. Creates, develops, and sustains business relationships with internal and external stakeholders and partners and acts as the digital/technical and member experience champion knowledge expert. Represents digital/technology products and member experiences in board and senior-level executive meetings and provides thought leadership on performance and emerging trends. Serves as the subject matter expert on digital/technology solutions, acquisition, and member lifecycle, and leads a team of digital/technology product, member experience, P&C Advice, platform, and operations subject matter experts responsible for the successful execution of yearly roadmaps, goals, Key Performance Indicators (KPI’s) and Key Risk Indicators (KRI’s).

The Opportunity

• Accountable for creating a strategic vision and roadmap for digital/technology transformation and enhanced member experience across all channels.

• Responsible for providing executive leadership and oversight on the data driven approach to the analysis, design, development, and delivery of all digital/technology and member experience solutions and applications.

• Leads with a focus on increasing digital/technology acquisition, enhancing digital member experience, migrating members to a primarily digital-first channel, enabling better business solutions and tools.

• Develops the strategy for a need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the Enterprise, utilizing the experience-focused and human-centered design mindset.

• Provides executive oversight on the assessment, validation, and design of digital/technology products, services, member experience, and solutions across all channels. Manages the intake and prioritization of enhancements to existing solutions while designing the roadmap of the future.

• Creates more business opportunities that are driven by technology.

• Creates a framework and plan for driving the convergence of digital channels and technologies across all line of business services.

• Responsible for educating on emerging digital/technology and member experience trends, opportunities, competitive threats, and new technologies that can continue to differentiate the line of business and in the industry.

• Collaborates with the full enterprise technology team to ensure their roadmap is supportive and aligned with the overall strategy and broader business objectives.

• Accountable for ensuring rigorous performance measurement/management procedures are in place to support agile development and quick-turnaround product/service enhancements.

• Accountable for delivering an effective Technology/Digital product portfolio strategy formulation and execution.

• Provides executive leadership and drives strategic development of the P&C Advice program to include integrations across Acquisition, Servicing, and System Modernization.

• Recruits and develops top tier digital and technology talent to continually maintain and transform online presence.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s Degree 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

• 10 years of progressive digital/technology and product experience in product acquisition, deepening, and servicing in a digital and omnichannel environment developing strategies, managing major initiatives, and delivering results within a complex matrix environment.

• 8 years of people leadership experience in building, managing and/or developing high performing teams.

• Extensive knowledge of digital/technology and omnichannel strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

• Proven experience leading change and driving innovation to improve customer or employee experience with demonstrated understanding of customer experience management as a business philosophy.

• Extensive knowledge of Digital/Technology products and/or emerging technology platforms, applications, and standards.

• Demonstrated ability to think strategically and execute both strategic and tactical digital and omnichannel efforts related to the development and management of new products/product enhancements.

• Experience with product analytics and synthesizing data and insights to drive decisions.

• Extensive prioritization and portfolio management experience with proven capability of balancing strategic vision, operational requirements, and technology alignment into an overall implementation in an Agile delivery/development organization.

• Proven leadership with ability to operate as an effective change agent, communicate, both orally and in writing, and influence at all levels of management, including Senior/Executive leaders, to achieve strategic goals.

What sets you apart :

• Experience integrating P&C industry expertise with deep technical and operational transformation capabilities.

• Recent experience managing digital platforms and capabilities including product, design, research, strategy, functionality, data, and analytics.

• Strong understanding and experience with strategic change management.

• Recent experience translating complex business strategy and vision into an executable business process and technology plan and successfully delivering components.

• Experience leading across complex organizational lines in a matrix structure.

• Experience delivering member or customer facing digital capabilities in a complex multi-channel, multi-product, integrated system environment.

• Experience providing trends/solutions for digital and contact center technologies, improvements & innovations.

• Experience consulting with senior leadership to develop action plans to close advisor performance and effectiveness gaps along with member contact specialist effectiveness strategies which lead to positive business results.

Compensation:

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 position. The salary range for this position is: $238,900.00-430,00.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan : Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

Please click on the link below for more details.

USAA Total Rewards (https://hrportal.ehr.com/usaa/Prospective-Employees)

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.