Executive Director, Senior Experience Owner- Inbound Communications

USAA•San Antonio, TX

36d•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. This role is for an Executive Director, Senior Experience Owner accountable for the end-to-end management of all mail room operations and facilities within the Member Communication space. The position focuses on creating a strategic focus on world-class member and employee experience, exceptional service, and relationship building. It involves collaboration across business lines and with third parties to ensure consistent delivery of world-class experiences that meet member and employee needs. The role partners with USAA and/or third-party executives to ensure current and future requirements are met. The work environment is flexible, requiring the individual to be in the office 4 days per week, and the position can be based in San Antonio, TX, with relocation assistance available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
10 years of progressive related experience developing, implementing and/or managing customer or employee experience strategies, major initiatives, and delivering results within a complex matrix environment required.
4 years of people leadership experience in building, managing, and/or developing high-performing teams.
Proven experience leading change and driving innovation to improve a customer or employee experience.
Demonstrated understanding of customer experience management as a business philosophy.
Experience with product analytics and synthesizing data and insights to drive decisions.

Nice To Haves

Demonstrated success building capabilities and operating models
Process optimization experience
Operational Risk management and controls experience
Mail life cycle and document storage management
Experience in Strategy to Execution
US military experience through military service or a military spouse/domestic partner

Responsibilities

Accountable for the end-to-end management of all mail room operations and facilities within the Member Communication space.
Responsible for creating a strategic focus on world class members and employee experience, exceptional service and relationship building.
Collaborates across respective line of business, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistently with strategic intent.
Partners with USAA and/or third-party executives to ensure current and future requirements are met.
Aligns focus of Disciplined Execution Owners (EO, BDO, PO, DPO) towards leading and executing experiences that serve end-user needs that are compliant.
Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods.
Acts as an accountable leader responsible for executing and managing through Agile methods to increase member value, time to value, and to optimize cost to serve.
Responsible for delivery of members, relationship and product production with impacts across the Function or Line of Business working with marketing and channel partners.
Partners with key stakeholders to ensure optimal member value.
Manages change capacity and executes accordingly to optimize member benefit and business performance.
Monitors industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.
Partners to set direction for working with established service level and financial guardrails to create a sustainable growth plan for the experience and the broader business.
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.