USAA · 15 hours ago

Experience Owner Lead

San Antonio, TX

Full-time

Remote

Senior Level, Lead/Staff

$109K/yr - $209K/yr

8+ years exp

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Responsibilities

Measures, evaluates, visualizes, and communicates experience performance, member interactions and its financial impact on the business.

Leads, influences, and implements tactical and strategic actions related to product and or business need.

Responsible for financial, regulatory, and operational risk management related to the large and /or sophisticated 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 partners to deliver value across experience(s).

Demonstrates human-centered design methodology with key collaborators, partners, and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.

Develops, maintains, and implements Key Performance Indicators (critical metrics), member insights, and Key Risk Indicators (KRIs) for large and/or complex experiences to ensure correct data and instrumentation for the experience and related processes; monitors and 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 organizational change, using data to assess business problems and system enhancements.

Identifies acceptable performance limits and establishes and leads management routines and control plans to supervise performance and react accordingly when the process is out of acceptable limits.

Serves as a mentor and advisor to teammates.

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

Qualification

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Customer Experience StrategyProcess ImprovementUser Experience DesignDigital Product ManagementChange ManagementKey Performance IndicatorsVoice-of-the-Customer ProgramDesign PrototypingWireframingDigital Experience CreationMilitary Experience

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.

8 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing OR Advanced degree and 6 years of relevant experience in customer experience, strategy, process analytics, digital, user experience design or marketing.

6 years of dynamic related experience developing, implementing, completing, creating and/or managing customer or employee experience strategies, major initiatives and delivering results within a sophisticated matrix environment required.

Comprehensive understanding and experience applying standard processes 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 demonstrating analysis and critical thinking to find 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.

Expert knowledge of and demonstrated success at developing, executing, and refining strategies that support productive, efficient, successful, and critically important experiences.

Experience in implementing and sustaining change/improvements (change champion).

Extensive experience with using customer feedback to improve a process or experience.

Demonstrated ability to lead with influence.