AVP, Senior Experience Owner

USAA•San Antonio, NC

About The Position

The AVP, Senior Experience Owner is accountable for the overall strategy, direction, performance, and management of the delivery of large and complex member experiences and/or business deliverables, as well as the distribution of products and services across all channels. The role creates strategic focus on world-class member and employee experiences, exceptional service, and relationship building. It collaborates across business lines and with third parties to deliver experiences that meet member and employee needs and align with strategic intent, while partnering with executives to ensure current and future requirements are met. The position develops experience and portfolio strategy, drives execution through Agile methods, and prioritizes work and investments in alignment with business objectives. It incorporates industry trends and member insight, manages change capacity, and creates sustainable plans that support growth and resiliency. The role also builds and oversees a team and ensures business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies.

Requirements

Bachelor's degree, or 4 years of relevant education and/or experience.
10 years of progressive related experience developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment.
6 years of experience building, managing, and/or developing high-performing teams.
Proven experience leading change and driving innovation to improve a customer or employee experience.
Demonstrated understanding of customer experience management as a business philosophy.
Robust and comprehensive experience with product analytics and synthesizing data and insights to drive decisions.
Knowledge of digital and technology strategy and delivery as related to Experience Design and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

Nice To Haves

5 years of experience in Auto or Injury claims.
5 years of experience in a Claims Contact Center.
Master’s degree and/or industry designations.
Strategic thinker with proven ability to lead change effectively and deliver business outcomes.
Demonstrated ability to drive results through Agile team leadership, product ownership, process engineering, or similar experiences.
Experience driving product or feature innovation with design-led thinking, preferably with digital, mobile, or voice experience.
Experience operating in a highly regulated P&C environment.
Experience building best-in-class customer experiences.
U.S. military experience through military service or as a military spouse/domestic partner.

Responsibilities

Identify and align functional teams across disciplines and channels to deliver service expectations, production goals, and profit targets.
Use experience-focused and human-centered design mindsets to develop a portfolio vision, values, goals, outcomes, and evaluation methods with impact across the Function or Line of Business.
Develop strategy and drive execution through Agile methods to increase member value and time to value and optimize cost to serve.
Identify and partner with key stakeholders to ensure optimal member value.
Set strategy for managing change capacity to optimize member benefit and business performance.
Incorporate industry trends and member insight into enhancements to the member value proposition and development of new value propositions.
Create sustainable plans that support growth and resiliency for the experience and broader business.
Prioritize and execute work and investments in alignment with strategic business objectives.
Build and oversee a team through recruiting, development, retention, coaching, support, performance management, and managerial activities.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.