Process Engineer Senior, Member Experience Intelligence and Observability

United Services Automobile Association (USAA)•Phoenix, AZ

28d•Hybrid

About The Position

The Process Engineer Senior is pivotal in empowering Experience Intelligence by meticulously documenting and visualizing end-to-end business processes from the member's viewpoint. This role is responsible for precisely capturing current-state workflows to ensure traceability across applications, APIs, and change/release activities. The engineer will collaborate extensively with business and technology teams to pinpoint upstream and downstream impacts of member experiences, define critical process milestones, and ensure documentation facilitates observability, metric mapping, and future integrations. Furthermore, the Senior Process Engineer will leverage process engineering principles to identify inefficiencies, risks, and opportunities for enhancement, defining both "as-is" and "to-be" process states. Proficiency with process modeling tools like ARIS and Signavio, and standards such as BPMN 2.0, is expected, alongside a strong grasp of process improvement methodologies (e.g., Lean, Six Sigma), automation technologies (e.g., RPA, workflow tools), and risk/control frameworks, particularly within regulated sectors like financial services or healthcare. This position is best suited for an individual who excels in collaborative, dynamic settings, demonstrates curiosity and ownership, and is driven by a passion for enhancing member and employee experiences through strategic and scalable process design. 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, Charlotte, NC. 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.
6 years of relevant business experience to include 2 years of process improvement experience.
Demonstrated use of statistics, LEAN Six Sigma, data analysis, and industry tools (SIPOC, VOC, Process Mapping, Process Requirements), and process engineering methodologies.
Demonstrated ability to influence change at the leadership level and team level.
Green Belt certification (one which required successful implementation of a process related project that solved a business problem/improved business performance) OR demonstrated completion of 3 Lean/Six Sigma projects.

Nice To Haves

Expertise in Process Documentation Tools and Standards: Proficiency with process documentation tools like ARIS and Signavio is highly preferred. The engineer should have a strong understanding of process modeling standards such as BPMN 2.0 to effectively document "as-is" and "to-be" process states, identify gaps, and map workflows.
Experience in Process Improvement Methodologies: A solid grasp and demonstrated application of process improvement methodologies, including Lean and Six Sigma, are essential. This includes the ability to analyze processes, conduct root cause analysis, and recommend data-driven solutions to identify inefficiencies and risks.
Familiarity with Observability and Telemetry Concepts: Understanding telemetry data (logs, metrics, traces) and observability best practices is crucial for capturing current-state workflows and supporting traceability across applications. This includes knowledge of metric identification and alerting logic.
Experience in Regulated Industries: Prior experience working within regulated industries, particularly financial services (banking and insurance), is a significant advantage. This implies an understanding of risk and control frameworks relevant to these sectors.
Knowledge of Automation Technologies: Familiarity with automation technologies such as Robotic Process Automation (RPA) and workflow tools is beneficial for identifying and implementing process improvements and driving automation initiatives.
Strong Collaboration and Communication Skills: The ability to partner closely with business and technology teams, influence stakeholders, and translate complex workflows into clear documentation is vital for this role.
Understanding of AI Capabilities: Basic familiarity with emerging AI capabilities and an interest in applying them to documentation and process enablement is a plus, indicating a forward-thinking approach to process engineering.

Responsibilities

Contributes/delivers process Improvement projects that deliver measurable cost savings, improved quality, or increased production.
Utilizes knowledge of customers, products and processes to analyze business problem(s) and determine the best methodology to resolve defect or issue.
Synthesizes analyses, identifies root causes and develops and recommends key work products.
Analyzes processes to identify areas of improvement, root cause analysis, and provide appropriate analytics to facilitate business effort prioritization.
Serves as a resource to team members on escalated issues of an unusual nature.
Resolves issues and navigates obstacles to deliver work product and identifies opportunities and potential process engineer solutions.
Develops and designs process improvement recommendations; influences and mobilizes stakeholder commitment to change process, systems and structures to achieve business objectives.
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.

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