Assistant Vice President, Next Best Experience and Member Experience Strategy

USAA•San Antonio, TX

6d•$224,250 - $403,650•Hybrid

About The Position

Lead USAA's Next Best Experience strategy, defining how millions of members engage through personalized, context-aware experiences across channels, products, and journeys. As Assistant Vice President, Next Best Experience and Member Experience Strategy, this role is responsible for establishing the vision, strategy, governance, and operating model for Next Best Experience across the member lifecycle. The role aligns member needs, business priorities, data-driven insights, and experience design principles to deliver the right experience in the right channel at the right time, strengthening member relationships and driving long-term member value. Leading a cross-functional organization, this executive partners with leaders across Digital, Technology, Analytics, Marketing, Design, and the Lines of Business to define enterprise experience priorities, decision frameworks, measurement strategies, and investment direction. The role oversees the evolution of product, service, advice, and contextual engagement experiences anchored in life events, key member milestones, and meaningful moments that deepen emotional connection and brand affinity. This leader serves as the enterprise steward for member-centric decision making, translating member insights, business objectives, and emerging capabilities into a cohesive strategy that advances engagement, loyalty, satisfaction, and long-term member value creation.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
10 years of experience as a Technology, Product Management or Digital transformation leader for Association initiatives and platforms, with varying responsibilities from strategy to market to ongoing product improvements.
6 years of direct team lead or leading matrixed or cross-functional, large scaled teams.
Demonstrated ability to think strategically and execute both strategic and tactical association-wide efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy.
Solid business and technology acumen combined with strong technical and customer experience foundations.
Outstanding people management abilities, creates and sustains environment to succeed.
Proven leadership and ability to influence at all levels of management.
Demonstrated knowledge of Technology/Digital products and/or emerging technology platforms, applications and standards.
Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders.
Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.
Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization's risk management framework, governance, standards, capabilities and risk strategy across all lines of business.
Experience working with Agile delivery/development organizations.
Knowledge of federal laws, rules, and regulations including, but not limited to, GLBA (Gramm-Leach-Bliley Act), Telephone Consumer Protection Act (TCPA) and Americans with Disabilities Act (ADA).

Nice To Haves

Proven executive leadership experience defining and scaling enterprise customer, member, or digital experience strategies in complex matrixed organizations.
Deep expertise in personalization, decisioning, customer engagement, journey orchestration, or Next Best Experience capabilities.
Demonstrated success developing enterprise strategies that connect member needs, business objectives, and digital capabilities into measurable outcomes.
Experience leading cross-functional teams and influencing senior executives across product, technology, marketing, analytics, operations, and business organizations.
Strong understanding of member data, analytics, experimentation, behavioral insights, and AI-enabled experience capabilities.
Proven ability to establish governance frameworks, prioritization models, and operating mechanisms that drive alignment across multiple business units.
Experience building and scaling lifecycle strategies spanning acquisition, onboarding, engagement, deepening, retention, and loyalty.
Exceptional communication, storytelling, and executive influence skills, with the ability to align diverse stakeholder groups around a common vision.
Track record of translating member insights and performance data into strategic decisions, experience improvements, and measurable business outcomes.
Strong strategic judgment with the ability to balance member needs, business priorities, regulatory considerations, and operational realities.
Experience leading high-performing leaders and developing organizations through growth and transformation.
Financial and business acumen, including responsibility for large-scale portfolios, strategic investments, and outcome-based performance management.
US military experience through military service or a military spouse/domestic partner

Responsibilities

Creates, develops, and sustains Business, Technology, and LoB relationships, acting as digital/technology product point of contact for partners/customers.
Sets the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio.
Serves as escalation point on day-to-day activities of the Digital or Technology product management organization.
Provides executive oversight and leads organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders.
Influences senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches within a LoB.
Promotes continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate.
Accountable for delivering on agreed upon goals and outcomes for products, services and transactions across digital channels and platforms.
Manages investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the program or portfolio level.
Attracts, selects, and develops top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings.
Responsible for ensuring technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards.
Drives the economic success of the LoB through the growth of the digital/technology product portfolio(s).
Oversees strategic alignment across company/staff agency product portfolio(s), initiatives, and investments.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.