Business Process Owner Lead – Claims Advanced Capabilities

USAA•San Antonio, NC

1d•Hybrid

About The Position

The Business Process Owner Lead will work with the Advanced Claims Capabilities team in USAA’s P&C Claims Optimization office to shape future claims operations through innovation, artificial intelligence, and emerging technologies. The role identifies, develops, and implements next-generation capabilities to improve claim outcomes, adjuster efficiency, and member experiences. It is suited to an experienced Business Process Owner with Product Ownership experience and a track record implementing technology solutions. The successful candidate brings claims or comparable operational experience and can define strategy, engage senior leaders, partner with technical teams, and lead execution of AI-enabled solutions and other improvements. The work environment requires the employee to be in the office four days per week. The position may be based in San Antonio or Plano, Texas; Phoenix, Arizona; Colorado Springs, Colorado; Chesapeake, Virginia; Charlotte, North Carolina; or Tampa, Florida. USAA roles may offer remote or hybrid flexibility for active-duty military spouses, subject to applicable policy and business needs.

Requirements

Bachelor’s degree, or four years of relevant education and/or experience.
Eight years of business-process execution, knowledge, or experience, consulting, and/or process engineering or optimization.
Experience applying quality management, process-improvement, and problem-solving tools and methodologies.
Experience implementing and sustaining change or improvements as a change champion.
Extensive hands-on experience with process mapping and modeling, and creating and validating process documentation.
Extensive experience applying process-management standards and policies, with comprehensive knowledge of applicable regulations and risk-management practices.
Demonstrated experience with Lean, Business Process Management, or a similar methodology.
Demonstrated experience using various systems to collect and analyze data.

Nice To Haves

Strong experience in P&C Personal Lines Claims Operations, particularly with Guidewire ClaimsCenter.
Experience leading enhancements across claims processes and systems, defining requirements, prioritizing features, and delivering with technology teams.
Experience leading generative AI initiatives to improve claims handling, customer engagement, and operational productivity.
Ability to assess business impact, risks, and governance needs of AI adoption in P&C insurance and evaluate AI solution performance.
Experience managing end-to-end business-process design aligned with compliance, operational efficiency, and customer-experience goals.
Experience with functional-requirements decomposition and business-to-technical translation.
US military experience gained through military service or as a military spouse or domestic partner.

Responsibilities

Develop business-process deliverable program plans aligned with customer needs, business deliverables, enterprise strategy, and appropriate roadmaps.
Maintain expert knowledge of the business and align and develop business processes and capabilities with business needs to improve performance.
Serve as a strategic advisor and develop end-user-focused process solutions using diverse perspectives.
Guide process re-engineering and technology implementation to enable process redesign and innovation.
Manage process performance by setting control limits, monitoring key performance indicators, communicating deficiencies, improvements, and operational risks, and coordinating efforts to meet requirements.
Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks in owned processes.
Collect and consolidate demand and identify opportunities across business portfolios and the enterprise.
Review, advise on, and develop communication plans for customers and internal stakeholders, ensuring alignment with overall strategy.
Align internal stakeholders and customers across business-process projects and services through proactive communication and engagement.
Use data and analytics to provide insight into customer and business-process performance and share best practices.
Monitor emerging technologies and lead continuous process-improvement efforts.
Lead solution development, including business cases and benefits substantiation, and drive business requirements for process-improvement initiatives.
Provide mentorship and guidance to the team and applicable business partners.
Plan and design business processes and recommend or implement changes to improve business systems and activities, effectiveness, and efficiency.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Lead enhancement efforts across claims processes and systems, define requirements, prioritize features, and partner with technology teams for successful delivery.
Lead generative AI initiatives to improve claims handling, customer engagement, and operational productivity; assess AI adoption impacts, risks, and governance needs; and evaluate AI solution performance.
Manage end-to-end business-process design to align with compliance, operational efficiency, and customer-experience goals.
Decompose functional requirements and translate business needs into technical requirements.