AVP, Senior Experience Owner

The AVP, Sr. Experience Owner is accountable for the overall strategy, direction, performance, and management of the delivery of large and complex member experiences and/or business deliverables and the distribution of products and services across all channels. Creates strategic focus on world class member and employee experience, exceptional service and relationship building. Collaborates across respective line of business, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Partners with cross CoSA USAA and/or third-party executives to ensure current and future requirements are met.

What you'll do:

• Identifies and aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.
• Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the Function or Line of Business.
• Responsible for developing strategy and driving execution through Agile methods which increase member value, time to value, and to optimize cost to serve.
• Identifies and partners 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.

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 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.

• 5 years of experience in Auto or Injury claims
• 5 years of experience in Claims Contact Center
• Master's Degree and/or industry designations
• Strategic thinker with proven ability to lead change effectively and deliver business outcomes
• Demonstrated ability to drive results through Agile team leadership, product ownership, process engineering or similar experiences
• Experience driving product or feature innovation with design-led thinking, preferably with digital, mobile, or voice experience
• Experience Operating in a highly regulated P&C environment
• Experience building best in class customer experiences
• US military experience through military service or a military spouse/domestic partner