Experience Owner Lead - Member Communications

USAA • San Antonio, TX

13d • Onsite

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a dedicated Experience Owner Lead on the USAA Member Communications team , you will play a critical role in our member communications strategy by developing and managing our "Air Traffic Control" (ATC) process. This vital system orchestrates the timing, frequency, and prioritization of all communications sent to USAA members, acting as the final approval for whether and when a communication is sent. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based onsite in the San Antonio, TX office location . Relocation assistance is not available for this position.

Requirements

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of the degree.
• 8 years of experience in customer experience, strategy, process, analytics, digital, user experience design, or marketing OR an Advanced degree and 6 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design, or marketing.
• 6 years of progressive related experience developing, implementing, executing, creating, and/or managing customer or employee experience strategies, major initiatives, and delivering results within a complex matrix environment required.
• Comprehensive understanding and experience applying best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint.
• In-depth understanding of process improvement approaches, including leveraging analysis and critical thinking to identify opportunities for improvement and quickly evaluating potential solutions for feasibility and reasonableness.
• Demonstrated experience identifying key performance indicators to measure before & after changes to determine improvement, effectiveness, and identify unintended consequences.
• Expert knowledge of and demonstrated success at developing, executing, and refining strategies that support productive, efficient, successful, and mission-critical experiences.
• Experience in implementing and sustaining change/improvements (change champion).
• Extensive experience with using customer feedback to improve a process or experience.
• Demonstrated ability to lead with influence.

Nice To Haves

• 5 years of process or functional area accountability/ownership.
• 3 years of experience building full integrated business cases.
• 2 years of experience in a shared service environment.
• 2 years of experience with gathering and synthesizing information for senior executives.

Responsibilities

• Measures, evaluates, visualizes, and communicates experience performance, member interactions, and their financial impact on the business.
• Leads, influences, and implements tactical and strategic actions related to product and/or business needs.
• Is responsible for financial, regulatory, and operational risk management related to large and/or complex experiences, risk mitigation, and an effective control environment, prioritizing the closing of any gaps or findings.
• Identifies, prioritizes, develops, and releases IT work in partnership with IT, Design, third parties, and other key stakeholders to deliver value across experience(s).
• Leverages human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end-users for high complexity, high risk, and highly regulated experiences, processes, and/or business deliverables.
• Develops, maintains, and implements Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs) for large and/or complex experiences to ensure correct data and instrumentation for the experience and related processes; monitors and uses data to improve experiences.
• Partners with process owners to ensure ongoing documentation and process certification and experience(s), which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success, and adherence to applicable regulatory guidelines.
• Partners with process owners to ensure strategy execution and delivery is fulfilled through ongoing change management, leveraging data to assess business problems and system enhancements.
• Identifies acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.
• Serves as a mentor and advisor to teammates.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level