Transformation Engagement Director

USAA•San Antonio, TX

1d•$143,320 - $273,930•Hybrid

About The Position

The Transformation Engagement Director will report directly to the AVP of Member Prosperity & Protection and will be a dedicated resource supporting the USAA Currently Serving (CS) Strategy. This role is instrumental in translating the CS strategy into actionable, association-wide plans and programs designed to enhance member value, trust, and engagement. The position will lead the development and execution of an integrated CS strategic roadmap, aligning cross-functional teams to deliver a unified member experience. Serving as a key liaison across USAA, the role influences stakeholders at all levels to ensure cohesive execution of initiatives, effective adoption of new ways of working, and successful implementation of products and services. Ultimately, this role drives measurable improvements in member satisfaction, loyalty, and penetration with the Currently Serving market. The work environment requires an individual to be in the office 4 days per week and is based in San Antonio, TX or Charlotte, NC. Relocation assistance is not available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
8 years of experience in project/program management and/or organizational change management.
Strong Knowledge of Project/Program Management Principles: Demonstrated understanding and application of project and program management methodologies (e.g., PMBOK, Agile, Scrum).
Ability to effectively plan, execute, monitor, and control projects/programs to achieve desired outcomes.
Experience Leading Change Initiatives: Proven experience leading and managing organizational change initiatives of varying scope and complexity. This includes experience in developing change management strategies, implementing communication plans, facilitating training, and managing resistance to change.
Experience in Risk Management: Demonstrated ability to identify, assess, and mitigate risks associated with projects, programs, and organizational change initiatives.
Engagement management and transformation consulting experience.
Proven ability to build relationships and influence stakeholders at all levels: Demonstrated ability to build strong working relationships with stakeholders across organizational levels, including executive leadership.
Ability to effectively communicate, negotiate, and influence stakeholders to gain buy-in and support for projects and change initiatives.

Nice To Haves

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

Responsibilities

Develops and executes multi-year business program strategies aligned with organizational goals, identifying and pursuing new opportunities through senior-level consulting and strategic planning.
Leads, coaches, and mentors program and project teams, fostering collaboration, addressing interdependencies, and negotiating agreements to resolve conflicts and manage stakeholder expectations.
Defines scope, timelines, budgets, objectives, and forecasts benefits, resource requirements, and risk mitigation strategies.
Plans, directs, delegates, coordinates, and monitors the execution of complex programs and projects, ensuring adherence to timelines, Value Management Framework (VMF), and quality standards.
Understands continuous planning cycles, risk management, issue resolution, communication to stakeholders, and ensures escalation to resolve.
Defines and manages work effort interdependencies and establishment of objectives and key results (OKRs), ensuring the overall delivery of work meets goals and OKRs.
Coaches and leads highly matrixed program and project teams, empowering team members to achieve project goals through collaborative problem-solving, skill development, and clear communication across organizational boundaries.
Develops and implements comprehensive change management strategies and plans, maximizing user adoption and minimizing risk.
Creates and utilizes reusable templates, stakeholder assessments, and communication plans.
Ensures effective identification, measurement, monitoring, and control of risks associated with business activities, in accordance with established policies and procedures.
Communicates effectively with all stakeholders, including senior management, providing insights into issues, and driving resolution.
Facilitates collaborative problem-solving through creative processes like design thinking or creative problem solving.
Mentors and coaches program managers, project managers, change partners, and senior leaders, fostering skill development and organizational capability.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Translates the overarching Currently Serving strategy into actionable plans, defining programs and improvements to enhance member value and trust in USAA.
Serves as a trusted partner with teams like Military Affairs to embed the Currently Serving strategy company-wide, fostering a unified member experience and employee engagement.
Architects and manages the integrated, association-wide strategic roadmap, defining steps, responsibilities, and resources necessary to improve the experience for CS.
Ensures timely and effective execution of roadmap initiatives, directly enhancing CS member value and trust, leading to increased penetration and loyalty.
Acts as a liaison to ensure cohesive company-wide efforts on the CS roadmap; managing and influencing stakeholders from senior leaders to execution teams.
Oversees the implementation of new and enhanced products and services that increase member satisfaction and perceived value, solidifying trust and driving deeper engagement and loyalty among CS members.