USAA · 13 hours ago
Member Experience Owner (Omnichannel) – Life Company Distribution and Service Experience
Phoenix Campus (Main)
Full-time
Hybrid
Mid, Senior Level
$94K/yr - $179K/yr
6+ years expUSAA is a financial services company dedicated to empowering its members, particularly in the military community. They are seeking a Member Experience Owner to manage omnichannel member experiences across Life Insurance, Medicare, and Annuity sales and service, focusing on delivering a world-class experience and optimizing member interactions.
BankingFinancial ServicesInsuranceVenture Capital
No H1B
Responsibilities
Measures, evaluates, visualizes, and communicates experience performance, member interactions and its financial impact on the business
Implements tactical and strategic actions related to product and or business need
Responsible for financial, regulatory, and operational risk management related to the experience, risk mitigation and effective control environment prioritizing closing any gaps or findings
Identifies, prioritizes, develops, and releases IT work in partnership with IT, Design, third parties, and other key stakeholders to deliver value across experience(s)
Leverages human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end users
Aligns focus of Enterprise and/or third-party stakeholders towards a unified experience that serves members’, employees’, and business’ needs
Establishes and monitors key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensures correct data and instrumentation for the experience and related sub-processes; uses data to improve experiences
Partners with process owners to ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success, and adherence to applicable regulatory guidelines
Partners with process owners to ensure strategy execution and delivery is fulfilled through ongoing change management, leveraging data to assess business problems and system enhancements
Identifies acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Qualification
Required
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. (Total of 10 years of experience without bachelor's degree)
6 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Master's degree and 4 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing
4 years of progressive related experience developing, implementing, executing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a complex matrix environment required
Understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint
In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness
Demonstrated experience identifying key performance indicators to measure before & after changes to determine improvement, effectiveness, and identify unintended consequence
Advanced knowledge of and demonstrated success at executing and refining strategies that support productive, efficient, successful, and mission critical experiences
Experience in implementing and sustaining change/improvements (change champion)
Hands-on experience with using customer feedback to improve a process or experience
Preferred
US military experience through military service or a military spouse/domestic partner
3 or more years of Life Insurance direct distribution sales experience within call center and Digital environments (USAA or Industry)
3 or more years of strategic planning and roadmap execution
Strong analytical skills with a proven ability to define, track, and interpret Key Performance Indicators (KPIs) related to member and employee experience, sales, and service
3 or more years of demonstrated experience with agile execution as a product owner, epic/feature owner or subject matter expert
Skilled in mapping, analyzing, and optimizing complex end-to-end processes to improve efficiency, reduce friction, and enhance user satisfaction
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
Company
USAA
USAA is a financial services company.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Julie McPeak
SVP, General Counsel Insurance
Waqas Durrani
Senior Vice President, General Counsel - Enterprise Shared Services
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