Bank Agile Product Owner Lead (Member experience and complaints)
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About The Position
At USAA, we are on a mission to facilitate the financial security of millions of U.S. military members and their families. As a Lead Agile Product Owner for the Bank Member Experience and Complaints group, you will play a crucial role in ensuring that our agile team prioritizes work effectively to achieve business outcomes while delivering on commitments. You will be accountable for making decisions and prioritizing the team backlog to drive business outcomes in alignment with our business strategy. Your role will involve acting as the 'voice of the end-user', ensuring that customer feedback is integrated into our processes and that we are continuously improving our services. In this position, you will partner with the team to develop and communicate the vision and strategy for Bank products, focusing on member satisfaction. You will collaborate with stakeholders from the Bank and IT to identify business needs and implement strategic objectives, ensuring that quality and innovative solutions are delivered. You will also be responsible for setting and delivering against team-level OKRs, optimizing the flow of value, and removing impediments that may hinder progress. Your leadership will foster a culture of transparency and learning, encouraging opportunities for testing, learning, and continuous improvement. You will proactively seek customer feedback to better understand their needs and ensure that we are delivering value to the marketplace. This role requires a strategic mindset, as you will anticipate business and regulatory issues and recommend improvements to our products and processes. Your expertise in process improvement and project delivery will be essential in driving innovative change and enhancing our customer experience.
