Bank Business Process Consultant Lead

USAA•San Antonio, NC

2d•Hybrid

About The Position

This role is responsible for driving strategic transformation initiatives that improve the member experience, enhance business capabilities, and optimize business processes, with a focus on contact center operations. The individual will help shape and execute transformation strategies, identify opportunities for innovation, and develop scalable solutions that support organizational objectives. A key focus of the position is advancing AI-driven initiatives and emerging capabilities that modernize operations, improve efficiency, and create meaningful value for members. Working closely with cross-functional stakeholders, this individual will contribute to the design and implementation of innovative solutions that accelerate business transformation and support long-term growth and strategic goals. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Strong understanding of contact center operations, including key processes, current technological advancements, and how process changes affect operational efficiency and effectiveness.
Minimum 8 years’ experience in business process consultation, process design, developing business processes, procedures, measures, and metrics.
Expert knowledge of bank products and processes.
Experience leading programs/projects, business process owner/consultant or working in an agile environment.
Experience in applying quality management, process improvement, and leveraging process improvement tools and methodologies.
Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
Experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.
Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes.
Experience with AI concepts and their practical application in developing new business capabilities.
Proven track record in developing and implementing comprehensive business strategies, including defining strategic objectives, key initiatives, and performance metrics.

Nice To Haves

Demonstrated experience leading large-scale business transformation initiatives within the banking, financial services, or contact center environment.
Proven ability to anticipate industry trends and translate external market insights into actionable business strategies and capabilities.
Experience influencing senior leaders and navigating complex, matrixed organizations to drive alignment and execution.
Demonstrated success leading ambiguity, identifying opportunities beyond current priorities, and shaping future-state capabilities that create competitive advantage.
Demonstrated ability to lead proof-of-concept initiatives, business case development, and innovation programs from ideation through implementation.
Demonstrated experience applying expertise in retail banking to conceptualize and drive customer-centric innovations as well as transformational solutions.
Understanding of AI technologies and their application within the financial services industry, including emerging trends, use cases, and industry benchmarks.

Responsibilities

Lead the design/development of new business capabilities, with a strong focus on leveraging AI to drive transformative changes.
Identify and implement strategic opportunities and solutions for key stakeholders.
Define and articulate the strategic vision for business process transformation, including the integration of innovative capabilities like AI, and establish clear roadmaps for execution.
Develop business process enhancements for the bank that aligns business deliverables, bank strategy and risk management framework.
Ensures alignment with customer and appropriate bank roadmap(s) and strategy.
Drive the ideation and conceptualization of new business ideas and initiatives.
Lead planning & initial execution and direct and coordinate activities for highly complex projects.
Apply a holistic understanding of risk and regulatory compliance to include business strategies and solutions.
Manage risks by using established methodologies and exercising control plans to ensure alignment with Function or Line of Business specific requirements, process requirements, and business needs.
Provide consultation to influence and ensure function and/or line of business processes address strategic objectives across all activities.
Ensure alignment between internal stakeholders across all business process projects and services using proactive communication and engagement strategies.
Utilize data and analytics to deliver insight into customer and business process performance, identifying opportunities to drive transformation and inform strategic decision making.
Ensure risks associated with new business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.