VP, Membership Experiences (Authentication)

USAA

82d • $224,250 - $403,650

About The Position

As a dedicated VP, Membership Experience, you will lead the association vision and execution for authentication, Join experiences, onboarding, and member profile lifecycle management. Ensures a secure, seamless, and member-first experience across all channels, while driving scalable governance, data stewardship, and compliance. Through cross-functional teamwork and data-driven insights, develop strategy, optimizes performance, and leads a high-performing team to deliver long-term member engagement and organizational impact. 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 or Charlotte, NC. Relocation assistance is 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.
• 10 years of progressive leadership experience in digital product management, member/customer onboarding, authentication and access management, or related fields.
• 8 years of people leadership experience in building, managing and/or developing high-performing teams.
• Proven experience leading company-wide strategy for digital authentication, or onboarding in a highly regulated industry (e.g., financial services, insurance, healthcare).
• Demonstrated success in data governance and lifecycle management, including experience with member/customer data platforms, tagging strategies, and compliance frameworks.
• Demonstrated experience in cross-functional collaboration, with experience influencing technology, analytics, communications, and operations teams.
• Track record of using analytics and experimentation to drive insight-to-action improvements in digital experiences and customer/member engagement.
• Experience managing large-scale transformation initiatives, including system/tool implementations and acquisition funnel optimization.

Nice To Haves

• Experience in Bank or P&C industry
• Experience leading highly accomplished executives
• Authentication experience
• Experienced Executive building strong performing teams in a highly matrixed organization
• Proven Sales and Services experience a plus
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Defines and lead the association-wide vision and strategy for authentication, Join, onboarding, and member profile lifecycle management, ensuring a seamless, secure, and member-first experience across all channels.
• Anticipates downstream friction and design scalable, compliant pathways that support long-term member engagement, aligning with overall organizational goals.
• Establishes and champions association-wide KPIs and success metrics for onboarding and profile management, using data-driven insights to influence strategic priorities and drive continuous improvement across the organization.
• Anticipates and shapes future trends in digital authentication, onboarding, and member data management, proactively influencing association strategy and innovation roadmaps.
• Designs and governs consistent Join experiences and eligibility pathways, ensuring transparency, compliance, and alignment across products, systems, and LOB/functions.
• Ensure the experience integrates seamlessly into product flows and eligibility rules are applied consistently and efficiently.
• Designs scalable governance models adaptable to diverse products and channels, ensuring a consistent and compliant member experience.
• Owns the end-to-end authentication experience strategy, including setup, access, recovery, and security, ensuring alignment with member profile and onboarding flows.
• Serves as product owner for the onboarding experience, setting the strategic roadmap and guardrails for welcome communications, profile build-out, activation milestones, and compliance-aligned eligibility flows.
• Owns and governs the member profile lifecycle and data domain, including data requirements, tagging, updates, retention, compliance, and usability across systems and business lines.
• Collaborates cross-functionally with CTO, CCPAO, onboarding, and analytics leaders to align infrastructure, messaging, execution, and performance monitoring of onboarding and authentication strategies.
• Leads insight-to-action initiatives by leveraging analytics, experimentation, and member feedback to optimize onboarding and authentication experiences, reduce friction, and increase adoption at scale.
• Oversees association readiness for system and tool changes impacting onboarding and authentication, while shaping acquisition funnel strategies and ensuring alignment with risk, compliance, and regulatory frameworks.
• Builds and oversees a team of professionals through recruiting, development, coaching, and performance management.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees