Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics

USAA•San Antonio, VA

3d•Hybrid

About The Position

USAA is seeking to hire 2 Lead Business Strategy Analysts for P&C Contact Center Workforce Analytics. This role is responsible for leading capacity planning and workforce optimization for the Retail Storefront Support Team, ensuring effective management of capacity levers, operational performance, and financial resources. The position involves translating business insights into actionable strategies by analyzing performance data, identifying trends, and recommending solutions to improve customer experience, retention, productivity, and growth. Success requires strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes through data-driven storytelling for executive decision-making. The role offers a flexible work environment requiring 4 days in the office per week and can be based in San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL, Chesapeake, VA. Relocation assistance is not available.

Requirements

Bachelor's degree in Business, Science, Finance, Economics or related field; OR 4 years of relevant education and/or experience.
8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting.
Experience managing capacity-related management routines; monitoring and optimizing customer retention, growth, service experience; and driving data-informed decision-making.
Exceptional analytics and problem-solving ability to act as an SME proposing innovative solutions towards workforce planning and capacity initiatives.
Experience developing materials and presenting and explaining complex information in a simple and user-friendly way.
Strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes.
Extensive experience in workforce planning and analytics, complex predictive modeling and forecasting, statistical methods, business consulting, project management, audit, and operational analysis, with a proven ability to translate complex data into compelling financial narratives that inform strategic decision-making, quantify business impact, and drive sustainable organizational performance.

Nice To Haves

US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions.
Leads integration of the analytic strategy and business strategy.
Oversee efforts to identify key business assumptions and hypotheses around line of business strategy.
Continuously refine hypotheses and identify business questions to explore further.
Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort.
Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
Applies expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals.
Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
Serves as a team lead and provides guidance and on-the-job training to team members.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.