• Job Description

  Req#: R0093627

  Why USAA?

  Let’s do something that really matters.
  
  At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
  
  We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

  The Opportunity

  This executive role is responsible for developing, leading and successfully executing the strategy and delivery of integrated digital capabilities that will transform the digital member experience and capabilities across the Line of Business. Partners with Executive Leadership to improve performance for new and existing product acquisition and services across all Digital channels. Partners with senior leaders in the line of business and enterprise to ensure alignment of strategy, technology, and customer experiences across channels. Creates, develops and sustains business relationships with internal and external stakeholders and partners and acts as the digital/technical champion knowledge expertise. Represents digital products in board and senior-level executive meetings and provides thought leadership on performance and emerging trends. Serving as the subject matter expert on digital solutions, acquisition and member lifecycle, this leader will lead a team of digital product, platform and operations subject matter experts responsible for the successful execution of yearly roadmaps, goals, Key Performance Indicators (KPI’s) and Key Risk Indicators (KRI’s).

  What you'll do:

  • Accountable for creating a strategic vision and roadmap for digital transformation and enhanced member experience across all channels.

  • Applies data driven approach to design and deliver line of business digital capabilities across the organization by providing overall leadership to the analysis, design, development, and delivery of all digital solutions and applications.

  • Leads with a focus on increasing digital acquisition, enhancing digital member experience, migrating members to a purely digital channel, enabling better business solutions & tools.

  • Provides executive oversight on the assessment, validation, and design of digital products, services, and solutions. Manage the intake and prioritization of enhancements to existing solutions while designing the roadmap of the future. Create more business opportunities that are driven by technology.

  • Creates a framework and plan for driving the convergence of digital channels and technologies across all line of business services.

  • Responsible for educating the organization on emerging digital trends, opportunities, competitive threats, and new technologies that can continue to differentiate the line of business and in the industry

  • Collaborates with the full enterprise technology team to ensure their roadmap is supportive and aligned with the overall strategy and broader business objectives.

  • Ensures world-class member digital experience through top-tier interface design. Implement and maintain leading user experience methodologies, processes, standards, and technologies.

  • Accountable for ensuring rigorous performance measurement/management procedures are in place to support agile development and quick-turnaround product/service enhancements.

  • Accountable for delivering an effective Digital product portfolio strategy formulation and execution.

  • Recruits and develops top tier digital and technology talent to continually maintain and transform online presence.

  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

  What you have:

  • 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 digital product experience in product acquisition, deepening and servicing experience in a digital environment developing strategies, managing major initiatives and delivering results within a complex matrix environment.

  • 8 years of people leadership experience in building, managing and/or developing high performing teams.

  • Demonstrated ability to think strategically and execute both strategic and tactical digital efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy.

  • Extensive knowledge of Digital products and/or emerging technology platforms, applications and standards.

  • Extensive prioritization and portfolio management experience with proven capability of balancing strategic vision, operational requirements and technology alignment into an overall implementation plan.

  • Experience working with Agile delivery/development organizations.

  • Solid business and technology acumen combined with strong digital and customer experience foundation.

  • Outstanding people management abilities, creates and sustains environment to succeed.

  • Proven leadership and ability to influence at all levels of management as well as operate as an effective change agent to achieve strategic goals.

  • Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders.

  • Demonstrated ability to effectively communicate, both orally and in writing, to board and senior-level executive leadership, driving accountability and sense of urgency.

  • Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization’s risk management framework, governance, standards, capabilities, and risk strategy across all lines of business, including OCC, Federal Reserve, CFPB, FFIEC, and FDIC.

  • Executive level business acumen in the areas of business operations, industry practices and emerging trends.

  What sets you apart :

  • Experience integrating Life or Investment industry expertise with deep technical and operational transformation capabilities.

  • Recent experience managing digital platforms and capabilities including product, design, research, strategy, functionality, data, and analytics.

  • Strong understanding and experience with strategic change management.

  • Recent experience translating complex business strategy and vision into an executable business process and technology plan and successfully delivering components.

  • Experience leading across complex organizational lines in a matrix structure.

  • Experience delivering member or customer facing digital capabilities in a complex multi-channel, multi-product, integrated system environment.

  • Experience providing trends/solutions for digital and contact center technologies, improvements & innovations.

  • Experience consulting with senior leadership to develop action plans to close advisor performance and effectiveness gaps along with member contact specialist effectiveness strategies which lead to positive business results.

  Compensation:

  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: $238,900 – 430,000.

  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.

  For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

  Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

  USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• About the company

  The United Services Automobile Association (USAA) is a San Antonio-based Fortune 500 diversified financial services group of companies including a Texas Department of Insurance-regulated reciprocal inter-insurance exchange and subsidiaries offering banking, investing, and insurance to people and families who serve, or served, in the United States Armed Forces. Since 1922, USAA has served the military community and their families.

Notice