Business Strategy Analyst Lead – Member Experience Analytics

USAA•San Antonio, TX

8d•Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a Lead Business Strategy Analyst focused on Member Experience Analytics, you will provide data-driven thought leadership and strategic insights to enhance overall member experiences. You will leverage quantitative and qualitative analytics to inform and shape strategies focused on driving higher member value. Collaborating with business leaders, you'll translate complex questions into measurable KPIs and define precise data instrumentation requirements for tracking and analysis. This role requires a strong analytical foundation, strategic thinking, and the ability to translate complex operational data into actionable recommendations for a critical business function. 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, Plano, TX, Phoenix, AZ, or Colorado Springs, CO. 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

Prior U.S. military service or being a military spouse/domestic partner is highly valued.
Expertise in mapping and analyzing complex customer journeys across multiple touchpoints to identify friction points and opportunities for enhancement.
Proficient in translating ambiguous business questions into specific, measurable KPIs and actionable metrics that accurately reflect omni-channel performance.
Experienced in analyzing contact center operations (e.g., First Contact Resolution, Average Handle Time, Customer Satisfaction Scores, Quality Scores).
Experienced with workforce management (WFM) and quality management (QM) systems and their data.
Exceptional communication and presentation skills, with a proven talent for translating complex insights into tangible business impact.

Responsibilities

Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions.
Leads integration of the analytic strategy and business strategy.
Oversees efforts to identify key business assumptions and hypotheses around line of business strategy.
Continuously refines hypotheses and identifies business questions to explore further.
Develops 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.
Collaborates 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.
Applies 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 influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
Serves as a team lead and provides guidance and on-the-job training to team members.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
comprehensive medical, dental and vision plans
401(k)
pension
life insurance
parental benefits
adoption assistance
paid time off program with paid holidays plus 16 paid volunteer hours
various wellness programs
career path planning and continuing education