Director, Business and Data Analytics - Member Value

USAA • San Antonio, TX

6d • 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 Join our Member Value team as a Director of Business and Data Analytics. Lead a talented team of analysts to provide data-driven thought leadership and strategic insights for Member Value Contact Center Operations. You will leverage quantitative and qualitative analytics to inform strategies related to member experience and contact center operational efficiency. Your insights will empower key stakeholders in the contact center to effectively manage, influence and shape strategy, ultimately enhancing member satisfaction and value. 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, Charlotte, NC, Colorado Springs, CO, Tampa, FL, and Chesapeake, VA. Relocation assistance is not available for this position.

Requirements

• Bachelor's Degree in Statistics, Mathematics, Operations Research, Engineering or other quantitative field (e.g. finance or a social/behavioral science); OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years data and analytics related experience, generating results in a complex financial services organization.
• 3 years of people leadership experience in building, managing and/or developing high-performing teams.
• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
• Strong business acumen in the areas of measuring business outcomes, business operations, industry practices and emerging trends.
• Experience leading projects using Agile methodologies.
• Experience conducting moderately large scale data analysis using internal and external data to support business decision making.
• Proven ability to tell a story through data and communicate effectively with executive level leadership.

Nice To Haves

• Prior U.S. military service or being a military spouse/domestic partner is highly valued.
• A deep understanding of contact center operations, to include workforce planning and forecasting and performance metrics, e.g. Average Handle Time (AHT), Shrinkage, Member Satisfaction (MSAT), and First Contact Resolution (FCR).
• Demonstrated ability to innovate, develop, and implement advanced analytical strategies to enhance member experience across all touchpoints, e.g. phone, digital, SMS.
• Exceptional communication and presentation skills, with a proven talent for translating complex insights into tangible business impact.
• Proven experience in building, mentoring, and leading high-performing analytics teams to achieve strategic objectives.

Responsibilities

• Leads and collaborates on the strategic, tactical, operational, and financial responsibilities associated with CoSA data storage, data preparation, data exploration, information governance, analytics and information delivery.
• Oversees and coordinates the strategy of subfunctions in the establishment and execution on the delivery of information and analytics platforms and solutions to the business’ key stakeholders and cross-CoSA partners.
• Responsible for successful end to end process of information management, analytics and delivery.
• Ensures industry trends and best practices are evaluated and integrated into current process, technology, and development of strategic plans.
• Provides thought leadership and system thinking to influence relevant data, information, and application architecture decisions to include staying abreast of changes or evolution to industry standards.
• Leads data reporting to identify reporting opportunities, analytics, and complex projects that includes retirement of reports and promotion of advanced self service capabilities.
• Provides input on strategic insights to senior leaders and key stakeholders that contribute to functional objectives.
• Understands the business direction, environment, and strategies, to set the analytic direction and creates strategy to execute the approach that will influence business and drive change.
• Influences and oversees innovation, provides direction on work prioritization, manages capacity, assists with problem resolution.
• Oversees the Information delivery experience and risks to ensure teams maintain understanding of business processes, supporting data and applications and presentation of findings and recommendations.
• Identifies and pursues opportunities to utilize advanced data a delivery and business solutions techniques to optimize their contribution to resolving business issues.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees