Executive Director, Business & Data Analytics – Voice of the Member

USAA•San Antonio, NC

5d•Remote

About The Position

This executive leadership role is responsible for overseeing the survey and analytics functions linked to member feedback, including program design, information strategy and architecture, data management, information governance, analytics and insights delivery, and business intelligence support. You will shape both the short-term and long-term analytics strategy for the Voice of the Member program, ensuring data-driven decision-making is embedded across the enterprise. Partnering closely with business leaders and cross-functional stakeholders, you will establish priorities, drive innovation and modernization of our performance metrics, and deliver actionable insights that enhance member experience, strengthen operational performance, and support strategic business objectives. As a trusted advisor to senior leadership, you will champion the use of member feedback data to identify emerging trends, and influence enterprise decisions. This leader will foster a high-performing analytics organization while advancing data governance, analytics maturity, and scalable insight delivery capabilities that create measurable value for members and the business.

Requirements

Bachelor's degree in Statistics, Mathematics, Operations Research, Engineering, or quantitative field; OR 4 years of relevant education and/or experience.
10 years data and analytics related experience, driving results in a complex financial services organization.
4 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.
Executive-level business acumen in the areas of measuring business outcomes, business operations, industry practices and emerging trends.
Experience leading projects using Agile methodologies.
Experience conducting 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 senior leadership.
Ability to understand business requirements, KPIs and convert into analytical hypothesis in a structured and logical manner along with solution identification.
Experience with large complex database systems & architecture, structured & unstructured data; with diverse analytics methodologies and approaches; expert ability to connect data/metrics to business metrics/results.
Deep understanding of risk management and compliance practices with experience developing data strategies that mitigate risk.

Nice To Haves

Extensive experience leading Voice of Customer or Customer Experience insights programs within complex enterprise environments.
Experience leveraging survey and feedback data to identify trends, uncover opportunities, and establish meaningful performance metrics that influence business strategy.
Experience structuring and delivering sophisticated quantitative and qualitative analysis, including leveraging text analytics and AI solutions to transform data into compelling business narratives and executive-level storytelling.
Familiarity using survey platforms (e.g. Qualtrics) and managing vendor relationships to drive quality and rigor of data output
Strong executive presence with a track record of influencing senior stakeholders and securing buy-in for strategic initiatives, recommendations, and change efforts.
Proven ability to build credibility and trust with business partners while elevating the strategic value and influence of analytics and insights functions.
Experience leading organizational transformation efforts, including redefining team vision, operating models, and analytics capabilities and upskilling teams to deliver consultative insights and strategic advisory capabilities.
Ability to serve as a thought leader who challenges conventional thinking, drives change, and champions data-driven decision-making across the enterprise.
Strong knowledge of customer experience measurement methodologies, survey design, market research practices, and analytics tools.
US military experience through military service or a military spouse/domestic partner

Responsibilities

Responsible for strategic, tactical, operational, and financial responsibilities associated with Function data storage, data preparation, data exploration, information governance, analytics, and information delivery.
Leads the strategy of the sub-functions by establishing and executing a vision for the delivery of information and analytics platforms and solutions to the business' key stakeholders and cross-functional partners.
Provide oversight for successful end to end process of information management, analytics and delivery.
Provides thought leadership and participate in developing talent across the USAA Data and Analytics Community.
Keeps current of industry leading practices and advances in data and analytics as well as the business associated with the assigned Function or Line of Business.
Leads the team(s) in the development of new techniques and best practices that deliver effective reporting/analytics to meet goals and objectives that align to strategy.
Responsible for overseeing the implementation of processes and procedures within a Function or Line of Business in adherence with Information Governance policy and standards.
Responsible for the development of a successful team's training/education plans, automated systems, technical tools, staffing/organizational requirements, and expense budget.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.