Executive, Experience Owner - Claims User Experience

Why USAA?

Accountable for the overall vision, strategy, and implementation of a broad suite of technology capabilities, solutions, and user experience which enable higher levels of performance, efficiency, and exceptional service. Collaborates across respective stakeholders and is accountable for developing clear business requirements, prioritization of work and ensuring end to end execution.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Chesapeake, VA or Tampa, FL.

The Opportunity

• Aligns focus of Disciplined Execution Owners (EO, BDO, PO, DPO) towards leading and executing experiences that serve end-user needs that are compliant.
• Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods.
• Acts as an accountable leader responsible for executing and managing through Agile methods to increase member value, time to value, and to optimize cost to serve.
• Responsible for delivery of member, relationship and product production with impacts across the COSA working with marketing and channel partners.
• Partners with key stakeholders to ensure optimal member value.
• Manages change capacity and executes accordingly to optimize member benefit and business performance.
• Monitors industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions.
• Partners to set direction for working with established service level and financial guardrails to create a sustainable growth plan for the experience and the broader business.
• 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

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 experience developing, implementing and/or managing customer or employee experience strategies, major initiatives, and delivering results within a complex matrix environment required.
• 4 years of people leadership 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.
• Experience with product analytics and synthesizing data and insights to drive decisions

What sets you apart:

• 10 or more years of P&C Claims Operational experience
• Advanced knowledge of multiple technical software delivery life cycles and Business Management Methodology
• Demonstrated strong leadership and ability to influence at all levels, cross-functional team collaboration and development of business requirements and solutions
• Experience with Guidewire, artificial intelligence, robotics process automation and other technology that supports claims adjudication and drives efficiency
• Expert understanding of digital contact center capabilities, IVR self-service, and conversational technologies
• Experience leveraging advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance

What we offer:

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: $142,500 – $256,500.

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.