VP, Digital and Design

USAA-posted 3 days ago

Full-time • Executive

Hybrid • San Antonio, TX

5,001-10,000 employees

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Why USAA? 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 As a dedicated VP, Digital and Design, you will define and execute a comprehensive digital experience strategy across all lines of business (LoB) driving modernization and transformation initiatives. Provides leadership for the design and execution of seamless, personalized member journeys across all digital touchpoints, while driving the adoption of emerging technologies to enhance member engagement and operational efficiency. 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, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

Defines and executes a comprehensive digital experience strategy and standards across all platforms including but not limited to join, login, documents, alerts/preferences, and advice within which LoBs operate.
Leads the design and execution of digital onboarding and member journeys, ensuring seamless, personalized experiences across all digital touchpoints and building capabilities to deliver consistent, end-to-end experiences.
Sets the strategic direction for the mobile app and website, prioritizing modernization, transformation, and the adoption of emerging technologies (e.g., AI, search, conversational interfaces) across all digital platforms to enhance personalization, member engagement, and operational efficiency, in support of LoB requirements.
Defines and governs association-wide UI/UX standards and lead a Center of Excellence to support consistent design execution across LoBs and functions, ensuring a consistent and intuitive member experience.
Collaborates across technology, product, and experience teams to ensure digital design assets are implemented effectively, technology capacity supports digital priorities, and digital initiatives align with association strategies and supports product-specific journeys within LoBs.
Ensures digital delivery meets performance standards, SLAs, and compliance requirements.
Monitors key performance indicators (KPIs) including NPS, authentication pass rate, digital adoption, and standards adherence, using data to drive continuous improvement and member satisfaction.
In partnership with LoB leaders, prioritizes digital investment and resource deployment, ensuring alignment with strategic goals, delivery excellence, and consistency and quality of digital member experiences across all owned and operated channels
Communicates digital priorities to executive and frontline leaders, ensuring alignment with association strategies and the SVP-level vision for digital and design excellence.
Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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.
10 years of progressive leadership experience in digital strategy, product management, or user experience, with a proven track record of driving significant improvements in digital engagement and business outcomes.
8 years of people leadership experience in building, managing and/or developing high-performing teams
Extensive experience leading digital transformation initiatives and managing digital product portfolios across multiple platforms.
Demonstrated experience in defining and implementing successful digital strategies that align with overall business objectives and enhance customer satisfaction.
Proven ability to lead and manage large, cross-functional agile teams, including product managers, designers, and engineers, using agile development methodologies.
Proven ability to lead and manage UI/UX resources, driving design governance and strategic prioritization across a complex organization, while effectively balancing association and LOB needs within a digital roadmap.
Significant experience in leveraging data and analytics to drive digital experience improvements, including proficiency in using web analytics, customer feedback, and market research tools.
Deep understanding of user-centered design principles, mobile-first design, and emerging technologies such as AI, personalization, and cloud computing.
Experience managing significant digital budgets and prioritizing investments to maximize ROI.
Strong technical acumen with demonstrated experience partnering in cross-functional collaboration with technology, cybersecurity, and compliance teams.

Proven Implementation of Digital capabilities
US military experience through military service or a military spouse/domestic partner

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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