Senior Experience Strategist

5 days ago

San Antonio, Texas, United States USAA Full time
About the Role

USAA is seeking a Senior Experience Strategist to join our team. As a key member of our organization, you will be responsible for developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment.

Key Responsibilities
  • Identify and align functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.
  • Utilize experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods that have impacts across the business.
  • Responsible for developing strategy and driving execution through Agile methods which increase member value, time to value, and to optimize cost to serve.
  • Identify and partner with key stakeholders to ensure optimal member value.
  • Sets strategy to manage change capacity to optimize member benefit and business performance.
  • Incorporates industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.
  • Creates a sustainable plan that supports growth and resiliency for the experience and the broader business.
  • Accountable for the prioritization and execution of work and investments in alignment with strategic business objectives.
  • 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.
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 related experience developing and driving member strategies, managing major initiatives, and delivering results within a complex matrix environment required.
  • 6 years of experience in building, managing and/or developing high-performing teams.
  • Proven experience leading change and driving innovation to improve a customer or employee experience.
  • Demonstrated understanding of customer experience management as a business philosophy.
  • Robust and comprehensive experience with product analytics and synthesizing data and insights to drive decisions.
  • Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
Preferred Qualifications
  • P&C Claims experience, with multi line claims leadership level experience
  • Experience automating claims processes and implementing claims technology.
  • Experience with Guidewire
  • Executive leadership experience with demonstrated success influencing at all levels, developing business strategies, and collaborating across business lines.
What We Offer

USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $163,880.00-294,980.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

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