Member Experience Owner (Omnichannel) – Life Company Distribution and Service Experience

USAA • San Antonio, TX

24d • Hybrid

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 We are currently seeking a talented Member Experience Owner to join the Life Company Distribution and Service Experience team who is accountable for the end-to-end management of omnichannel member experiences across Life Insurance, Medicare and Annuity sales and service. This role will be accountable for the active management and growth of the Life Insurance direct distribution experiences, partnering with Product Management, Call Center and Digital to deliver a world-class experience for members seeking protection for themselves and their loved ones. This role proactively manages and measures end-to-end member and employee experience lifecycle(s) from conception to release, including iteration and maintenance, while optimizing the outcome for the product/experience while prioritizing work. Communicates with stakeholders to ensure delivery of experience expectations across all channels, to include digital. Partners with Enterprise and/or third-party stakeholders to promote Member experiences and/or Business deliverables that are aligned to strategic outcomes and compliance with applicable regulatory requirements We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based on the San Antonio, TX; Phoenix, AZ; Plano, TX; Colorado Springs, CO. or Tampa Campus. 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 degree. (Total of 10 years of experience without bachelor’s degree)
• 6 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Master’s degree and 4 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing.
• 4 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.
• Understanding of 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 consequence.
• Advanced knowledge of and demonstrated success at executing and refining strategies that support productive, efficient, successful, and mission critical experiences.
• Experience in implementing and sustaining change/improvements (change champion).
• Hands-on experience with using customer feedback to improve a process or experience.

Nice To Haves

• US military experience through military service or a military spouse/domestic partner
• 3 or more years of Life Insurance direct distribution sales experience within call center and Digital environments (USAA or Industry).
• 3 or more years of strategic planning and roadmap execution.
• Strong analytical skills with a proven ability to define, track, and interpret Key Performance Indicators (KPIs) related to member and employee experience, sales, and service.
• 3 or more years of demonstrated experience with agile execution as a product owner, epic/feature owner or subject matter expert.
• Skilled in mapping, analyzing, and optimizing complex end-to-end processes to improve efficiency, reduce friction, and enhance user satisfaction

Responsibilities

• Measures, evaluates, visualizes, and communicates experience performance, member interactions and its financial impact on the business.
• Implements tactical and strategic actions related to product and or business need.
• Responsible for financial, regulatory, and operational risk management related to the experience, risk mitigation and effective control environment prioritizing closing 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.
• Aligns focus of Enterprise and/or third-party stakeholders towards a unified experience that serves members’, employees’, and business’ needs.
• Establishes and monitors key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensures correct data and instrumentation for the experience and related sub-processes; 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.
• 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
• Number of Employees: 5,001-10,000 employees