Executive Director, Sr. Experience Owner

USAA•Tampa, FL

2d•$147,750 - $265,950

About The Position

The Executive Director, Sr. Experience Owner is accountable for the strategy, direction, performance, and management of delivering member experiences and/or business outcomes and distributing products and services across channels. The role creates strategic focus on world-class member and employee experiences, exceptional service, and relationship building. It collaborates across lines of business and with third parties to deliver experiences consistent with strategic intent, and partners with USAA and third-party executives to meet current and future requirements. The position leads Disciplined Execution Owners toward compliant, user-centered experiences; defines experience vision and outcomes; and manages delivery using Agile methods to increase member value, improve time to value, and optimize cost to serve. It oversees delivery of member, relationship, and product production, manages change capacity, uses industry trends and member insights to inform value propositions, and works within service-level and financial guardrails to support sustainable growth. The role also builds and leads a team and ensures business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies.

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 and major initiatives, and delivering results in a complex matrix environment.
4 years of people leadership experience 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

Extensive Auto Injury claims experience, with deep understanding of injury claim strategy, severity management, and the broader P&C claims environment.
Experience developing or leading litigation strategy and management, including outside counsel oversight, litigation expense management, and improving outcomes and cost effectiveness.
Strategic leadership experience within a large, complex claims organization, including business judgment to evaluate opportunities, prioritize investments, and determine when issues require escalation or intervention.
Understanding of AI and emerging technology in Claims, including its potential impact on injury and litigation management, operational effectiveness, and member outcomes.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Align Disciplined Execution Owners (EO, BDO, PO, DPO) to lead and execute compliant experiences that serve end-user needs.
Use experience-focused and human-centered design approaches to develop the need or portfolio vision, values, goals, outcomes, and evaluation methods.
Lead execution and management through Agile methods to increase member value and time to value and optimize cost to serve.
Oversee delivery of member, relationship, and product production across the Function or Line of Business, working with marketing and channel partners.
Partner with key stakeholders to ensure optimal member value.
Manage change capacity and execute accordingly to optimize member benefit and business performance.
Monitor industry trends and member insights to inform enhancements to the member value proposition and development of new value propositions.
Partner to set direction within established service-level and financial guardrails and create a sustainable growth plan for the experience and broader business.
Build and oversee a team through recruiting, development, retention, coaching, support, performance management, and other managerial activities.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.