Experience Owner Lead

USAA•Chesapeake, VA

2d•$114,080 - $218,030•Hybrid

About The Position

This role provides strategic leadership for Auto Physical Damage (APD), overseeing both repairable and total loss claims. The Experience Owner Lead is accountable for end-to-end process optimization, including estimating practices, repair cost and accuracy, total loss valuation, title procurement, and salvage inventory management. This role partners closely with direct repair facilities and external networks to drive consistency, efficiency, and optimal outcomes. This position requires deep expertise in Auto Physical Damage (APD), including industry trends, estimating platforms (e.g., CCC), and a strong understanding of repair and total loss methodologies. The leader will drive modernization by advancing digital capabilities and integrating AI and automation to improve accuracy, efficiency, and the overall customer experience across the claim’s lifecycle. This role collaborates with senior leadership across Claims Operations, Modernization, and Quality, and provides oversight of vendor partnerships to continuously optimize processes, improve performance, and deliver operational excellence. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL.

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 degree.
8 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR 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 approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & 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

Extensive Auto Physical Damage (APD) expertise, spanning repairable and total loss estimating, valuation, and end-to-end claims handling practices
Proven ability to develop and audit complex repair estimates, ensuring accuracy, consistency, and adherence to standards
Experience operating within Direct Repair Programs (DRP) and/or overseeing repair facility performance and partnerships
Advanced proficiency in CCC estimating platform, including detailed repair cost analysis and total loss valuation methodologies
Deep expertise in end-to-end APD processes, across both repair and total loss workflows, with a focus on operational efficiency and quality
Experience with digital claims capabilities, including AI-driven tools and digital enablement initiatives
Proven leadership experience at senior individual contributor or director level, with the ability to partner closely across functions
I-CAR certification or equivalent industry credential preferred

Responsibilities

Measure, evaluate, visualize, and communicate experience performance, member interactions and its financial impact on the business.
Lead, influence, and implement tactical and strategic actions related to product and or business need.
Responsible for financial, regulatory, and operational risk management related to the large and /or complex experience, risk mitigation and effective control environment prioritizing closing any gaps or findings.
Identify, prioritize, develop, and release IT work in partnership with IT, Design, third parties, and other key stakeholders to deliver value across experience(s).
Leverage 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.
Develop, maintain, and implement 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.
Partner 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.
Partner with process owners to ensure strategy execution and delivery is fulfilled through ongoing change management, leveraging data to assess business problems and system enhancements.
Identify 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.
Serve as a mentor and advisor to teammates.