Purpose of Job
We are currently seeking a talented Experience Owner for one of
the following locations: San Antonio Home Office II/III, Phoenix
Campus or Remote.
Responsible for creating and executing cross-channel experiences
and/or Business Deliverables. Understands the business performance
of the experience and its financial impact on the business.
Responsible for the risk, controls and mitigation strategies for
experiences through consistent use and application of existing
frameworks and follows documented risk and compliance policies and
procedures for all business activities. Identifies and manages
existing and emerging risks that stem from business activities and
ensures these risks are effectively identified, measured, monitored
USAA knows what it means to serve. We facilitate the financial
security of millions of U.S. military members and their families.
This singular mission requires a dedication to innovative thinking
at every level.
In each of the past five years, we've been a top-40 Fortune 100
Best Companies to Work For, and we've ranked among Victory Media's
Top 10 Military Friendly Employers 13 years straight. We embrace a
robust veteran workforce and encourage veterans and veteran spouses
* Manages experience lifecycle from conception to release,
iteration and maintenance, optimizing the outcome for the
product/experience while prioritizing work to ensure delivery to
experience expectations. * Leverages human-centered design
methodology with key stakeholders, partners, and process owners to
drive design improvements for end users. * Facilitates and drives
the end to end ownership and management of experiences and
processes to members and/or employees. * Aligns focus of
stakeholders towards a unified experience that serves Members,
Employees and business needs. * 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
Enterprise stakeholders to promote Member experiences and/or
Business Deliverables that are aligned to strategic outcomes and
compliance with applicable regulatory requirements. * 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. * Identifies and
manages existing and emerging CoSA and business process risks
across all activities and ensures these risks are effectively
measured, monitored and controlled. * Understands 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. * Understands primary
regulations commonly applicable to regulated products and
* Bachelors Degree * 4 additional years of related experience
beyond the minimum required may be substituted in lieu of a
* 6 years of relevant experience in product development,
marketing, strategy, digital, process, or user experience
* Master's Degree and 4 years of relevant experience in product
development, marketing, strategy, digital, process or user
*Qualifications may warrant placement in a different job
When you apply for this position, you will be required to answer
some initial questions. This will take approximately 5 minutes.
Once you begin the questions you will not be able to finish them at
a later time and you will not able to change your responses.
* Extensive knowledge in Vendor Management, Post Charge
Recovery, Pre Charge off Collections and Loss Mitigation. (6+ Years
of experience) * Strong analytical skills and risk management
expertise and demonstrated ability to drive business value. *
Strong leadership skills and demonstrated ability to set and
translate strategy and vision into execution. * Experience with
banking/financial regulations (Bank regulation compliance
experience). * Experience planning project scope by estimating the
duration of activities, resources required, developing project
schedules, and coordinating with project team members. *
Demonstrated success facilitating across multiple areas (business,
operations, technology, business partners) to drive critical change
initiatives. * Bachelor's degree. * Advanced degree and/or
The above description reflects the details considered necessary
to describe the principal functions of the job and should not be
construed as a detailed description of all the work requirements
that may be performed in the job.
At USAA our employees enjoy one of the best benefits packages in
the business, including a flexible business casual or casual dress
environment, comprehensive medical, dental and vision plans, along
with wellness and wealth building programs. Additionally, our
career path planning and continuing education will assist you with
your professional goals.
Relocation assistance is not available for this position.
For Internal Candidates: Must complete 12 months in current
position (from date of hire or date of placement) or must have
managers approval prior to posting.
Last day for internal candidates to apply to the opening is
7/19/20 by 11:59 pm CST time .