Director, Business Strategy Analytics

USAA • Chesapeake, VA

1d • $274 • 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 Strategy 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 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 experience in data and/or analytics or strategy consulting (i.e. industry trends, market analysis and strategic direction); OR Advanced Degree in Business, Science, Finance, Economics with 6 years of experience in data and/or analytics or strategy consulting.
• 3 years of direct team lead or management experience.
• Extensive experience identifying business needs and leading strategic plans driven by qualitative/quantitative analysis and market insights.
• Expert analytical skills with experience using hypotheses-driven problem solving.
• Demonstrated experience influencing business decisions and improve business results.
• 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).
• Demonstrated experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics.

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

• Responsible for developing and implementing the analytic direction for the business unit to enable proactive and sustained information-based learning on industry trends, market developments, USAA’s strategic direction, regulatory environment, and macroeconomic trends.
• Leads discussions with various key partners to provide input into strategy development based on learning from analyses and strategy management work.
• Oversees efforts to identify key business assumptions and hypotheses around line of business strategy, and the development of the analytical framework and blueprint to answer business questions identified in the business portfolio, product or member experience.
• Partners with key teams to evaluate and uncover strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels and Member Experience.
• Applies expert analytical rigor and industry best practices 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 communicates the significance of the strategic insights to senior leaders and key stakeholders, and influences and drives strategic agreement through intellect, interpersonal, and negotiation skills.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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