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USAA · 1 day ago

Director, Business Strategy Analytics

San Antonio, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$143K/yr - $274K/yr

8+ years exp

USAA is dedicated to empowering its members to achieve financial security through exceptional service and trusted advice. The Director of Business Strategy Analytics will lead a team of analysts to provide data-driven insights for improving member experience and operational efficiency in the contact center.

BankingFinancial ServicesInsuranceVenture Capital

No H1B

Responsibilities

Responsible for developing and implementing the analytic direction for the business unit to enable proactive and sustained information-based learning on industry trends, market developments, USAA’s strategic direction, regulatory environment, and macroeconomic trends

Leads discussions with various key partners to provide input into strategy development based on learning from analyses and strategy management work

Oversees efforts to identify key business assumptions and hypotheses around line of business strategy, and the development of the analytical framework and blueprint to answer business questions identified in the business portfolio, product or member experience

Partners with key teams to evaluate and uncover strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels and Member Experience

Applies expert analytical rigor and industry best practices to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes and to evaluate risks to strategic goals

Effectively communicates the significance of the strategic insights to senior leaders and key stakeholders, and influences and drives strategic agreement through intellect, interpersonal, and negotiation skills

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

Qualification

Data analyticsStrategic planningQuantitative analysisTeam leadershipAnalytical toolsBusiness strategyCommunication skillsInterpersonal skillsNegotiation skillsMentoring

Required

Bachelor's Degree in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree

8 years of experience in data and/or analytics or strategy consulting (i.e. industry trends, market analysis and strategic direction); OR Advanced Degree in Business, Science, Finance, Economics with 6 years of experience in data and/or analytics or strategy consulting

3 years of direct team lead or management experience

Extensive experience identifying business needs and leading strategic plans driven by qualitative/quantitative analysis and market insights

Expert analytical skills with experience using hypotheses-driven problem solving

Demonstrated experience influencing business decisions and improve business results

Extensive experience leading and performing complex data analysis using various data analytics tools (i.e. Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics)

Demonstrated experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics

Preferred

Prior U.S. military service or being a military spouse/domestic partner is highly valued

A deep understanding of contact center operations, to include workforce planning and forecasting and performance metrics, e.g. Average Handle Time (AHT), Shrinkage, Member Satisfaction (MSAT), and First Contact Resolution (FCR)

Demonstrated ability to innovate, develop, and implement advanced analytical strategies to enhance member experience across all touchpoints, e.g. phone, digital, SMS

Exceptional communication and presentation skills, with a proven talent for translating complex insights into tangible business impact

Proven experience in building, mentoring, and leading high-performing analytics teams to achieve strategic objectives