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Job Information

USAA AVP, Senior Experience Owner in San Antonio, Texas

Purpose of Job

Accountable for the overall strategy, direction and management of the delivery of the member experience 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 and other USAA business lines to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Aligns functional teams to work across disciplines and channels to deliver on service expectations, production goals and profit targets. Acts as a thought leader on managing through agile methods to increase member value, time to value and to optimize cost to serve. Partners with USAA executives to ensure current and future requirements are met.

Job Requirements


  • Collaborates across USAA business lines to ensure world class experiences/business deliverables delivered with consistent strategic intent.

  • Aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets.

  • Accountable for overall risk mitigation and compliance with applicable laws and regulations.

  • Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods.

  • Accountable for more complex, far-reaching experiences within a broad portfolio.

  • Acts as a thought leader managing through Agile methods to increase member value, time to value, and to optimize cost to serve.

  • Accountable for delivery of member, relationship and product production working with marketing and channel partners.

  • Partners with the product line to position products and segment members to ensure optimal member value and long-term value for the association.

  • Manages change capacity 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.

  • Sets direction for distribution plan working with established service level and financial guardrails to create a sustainable growth plan for the product line and the broader business.

Minimum Education:

  • Bachelor’s Degree

  • 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree .

Minimum Experience:

  • 10 or more years of progressive related experience developing strategies, managing major initiatives and delivering results within a complex matrix environment required.

  • 6 years or more years experience in a leadership role

  • Proven experience leading change and driving innovation

  • Demonstrated understanding of customer experience management as a business philosophy

  • Proven leadership and a passion for developing talent

  • Willingness to put the team and the mission first, before self

Find your purpose. Join our mission.

USAA has grown to serve almost 12 million members. USAA is on a mission - to facilitate the financial security of our members, the men and women of the U.S. military and their families worldwide by providing a full range of financial services and products. USAA attributes its long-standing success to its most valuable resource, our 32,000 employees. They are the heart and soul of our member-service culture.

Everything that happens at USAA is based on our core values: Service, Loyalty, Honesty, and Integrity. These are the foundations of how we do business with our members, as well as how we treat each other.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.