Business Strategy Analyst Lead - Complaint Insights

USAA•San Antonio, NC

1d•Hybrid

About The Position

We are seeking a dedicated Business Strategy Analyst Lead – Complaint Insights. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position must be based in our San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Charlotte, NC or Tampa, FL offices. Relocation assistance is not available for this position.

Requirements

Bachelor's Degree in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting.
Experience identifying business needs and developing strategic plans driven by qualitative/quantitative analysis and market insights.
Experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics.
Experience influencing business decisions.
Strong analytical skills with experience using hypotheses-driven problem solving.
Extensive experience leading and performing complex data analysis using various data analytics tools (i.e.Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics).

Nice To Haves

Experience conducting complaint data analysis and/or root-cause analytics
Experience collaborating with executive leadership and presenting complex information to senior level stakeholders, including recommending decisions based on analysis
Excellent communication, presentation, and interpersonal skills with a proven ability to effectively communicate complex information to diverse audiences
Experience across multiple lines of business and/or multiple areas within them (Bank, P&C, Life, etc.)

Responsibilities

Aggregate complaint data across lines of business and non-product categories, analyze trends through Association-wide analytics, and report findings out to demonstrate effective complaint management and early detection of risks.
Develop early warning system for systematic complaints, conducting root cause and trend analysis with real-time feedback loops, reporting on aggregated themes and member segments, and sharing the narrative of the data Complaints Program Office.
Formulate association-wide approaches to enhance complaint handling processes.
Collaborate with lines of business analytics and IT teams for alignment on complaint data strategies and requirements.
Develop standardized complaint analysis across the association to establish and improve on a quality diagnostic framework.
Utilize quantitative and qualitative analysis to provide thought-leadership on evolving industry trends, market developments, USAA's strategic direction, regulatory environment, and macroeconomic trends for the business unit.
Provide insights and information-based context for key stakeholders in the business unit to effectively manage, influence, and impact line of business strategy.
Lead discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions.
Lead integration of the analytic strategy and business strategy.
Oversee efforts to identify key business assumptions and hypotheses around line of business strategy.
Continuously refine hypotheses and identify business questions to explore further.
Develop the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort.
Collaborate with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
Apply expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals.
Effectively influence and drive strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
Serve as a team lead and provide guidance and on-the-job training to team members.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.