Executive Director, Sr. Experience Owner

USAA•San Antonio, NC

About The Position

Accountable for the overall strategy, direction, performance, and management of delivering member experiences and/or business deliverables and distributing products and services across all channels. The role creates strategic focus on world-class member and employee experiences, exceptional service, and relationship building. It collaborates across the line of business, other USAA business lines, and third parties to deliver experiences that meet member and employee needs and align with strategic intent, while partnering with executives to ensure current and future requirements are met. The position aligns Disciplined Execution Owners toward compliant, end-user-focused experiences; applies experience-focused and human-centered design to establish portfolio vision, goals, outcomes, and evaluation methods; and leads execution through Agile methods to increase member value, accelerate time to value, and optimize cost to serve. It oversees delivery of member, relationship, and product production across the function or line of business in partnership with marketing and channel partners. The role manages change capacity, monitors industry trends and member insights, and partners to establish direction within service-level and financial guardrails for sustainable growth. The Executive Director builds and oversees a team through recruiting, development, retention, coaching, performance management, and other managerial activities. They also ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

Bachelor's degree or four 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.
Four 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, including 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, with business judgment to evaluate opportunities, prioritize investments, and determine when issues require escalation or intervention.
Understanding of AI and emerging technology in Claims, including potential impacts on injury and litigation management, operational effectiveness, and member outcomes.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Set the overall strategy, direction, performance, and management for member experience and/or business deliverables and distribution of products and services across channels.
Create strategic focus on member and employee experience, service, and relationship building.
Collaborate across business lines and with third parties to deliver experiences that meet member and employee needs and align with strategic intent.
Partner with executives to ensure current and future requirements are met.
Align Disciplined Execution Owners toward compliant experiences that serve end-user needs.
Use experience-focused and human-centered design to develop portfolio vision, values, goals, outcomes, and evaluation methods.
Lead execution and management through Agile methods to increase member value, improve 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.
Build and oversee a team, including recruiting, development, retention, coaching, support, performance management, and managerial activities.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

Comprehensive medical, dental, and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program with paid holidays
16 paid volunteer hours
Wellness programs
Career path planning and continuing education
Executive-level long-term incentive plan with time- and performance-based cash payment
Potential pay incentives based on corporate and individual performance and at the discretion of the USAA Board of Directors