Director, Strategic Change

USAA•San Antonio, NC

9d•Hybrid

About The Position

This role is accountable for stabilizing and leading a critical pillar, with a strong focus on team alignment, operational performance, and enterprise impact. The leader will build strong relationships, assess current operations and transformation priorities, and establish a clear path forward for structure and performance. 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, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Minimum 8 years’ directly related experience such as organizational change management, communication, organizational behavior, marketing, human resources and/or, project delivery and accountability for complex tasks and/or projects; OR if Advanced Degree, 6 years of related experience, as previously referenced.
Minimum 3 years’ direct team lead or management experience.
Advanced knowledge of and experience with change management principles and methodologies.
Extensive experience working with senior leaders on major change initiatives with significant impact.
Extensive experience with influencing, applying emotional intelligence, organizational savvy & politics and partnering for client's success; matrix management, decision making and critical thinking, producing results, consulting engagement management, overcoming resistance to change.
Experience driving/leading change initiatives for large transformations, coaching and influencing business leaders, setting change strategies/plans and executing them successfully.
Advanced knowledge of project management methodologies, delivery and principles.
Advanced knowledge of risk and regulatory requirements.

Nice To Haves

Demonstrated track record of leading complex, cross-functional initiatives that deliver measurable business outcomes, such as AHT reduction, call volume reduction, FCR improvement, and cost-to-serve optimization
Proven experience leading multi-level teams, including a minimum of 3 years managing managers or overseeing tiered team structures (Lead, Senior, Level 1)
Experience partnering closely with risk, compliance, and audit functions within a regulated financial services environment
Strong business case development skills, including problem definition, solution design, financial analysis, risk assessment, and executive-level presentation
Depth in Consumer Lending and Payments, including lifecycle experience (origination, decisioning, servicing, payoff), or exposure to regulated payment processes (Zelle, wires, ACH, bill pay, P2P) and banking operations leadership
Depth in Fraud, Claims, or COE functions, including fraud strategy, disputes management, financial crimes, or risk operations; familiarity with ATO, dispute lifecycle, SLOD/RCSA partnership; experience with guided workflow tools (e.g., Quavo) is a plus
Experience delivering measurable annualized savings through process improvement, transformation, or automation initiatives
Track record of leading teams through large-scale transformations such as restructures, technology migrations, regulatory remediation, or product/domain modernization
Experience sponsoring or co-leading workflow automation or guided workflow deployments with measurable adoption and performance outcomes
Experience building tools or experiences for frontline representatives (MSR) or member-facing solutions in partnership with operations and product/technology teams
Demonstrated success navigating regulatory exams, audits, or findings through to successful closure
Proven ability to develop and elevate talent, including preparing direct reports for stretch roles or promotions.

Responsibilities

Manages a cross functional team of Change Management and readiness resources to understand, plan, manage and sustain change and ensure client success.
Educates change team and business leaders on change strategy and how it integrates into their work.
Develops and integrates Change Strategy for a portfolio of change.
Drives team to continuously evaluate, refine and implement change management strategies and best practices to maximize user adoption & proficiency and minimize overall risk such that business results are achieved.
Ensures sustainability of change management initiative with specific follow up action plans, including post-initiative measurement and assessment.
Develops and sustains key relationships and brand for change team.
Leads work to understand a change initiative, identify integration points and impacted audiences and assess the impact of a portfolio of change.
Coaches and influences senior executives to lead change in a highly matrixed organization.
Helps foster organizational change capability.
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.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.