Business Process Owner Lead - Claims Advanced Capabilities

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

USAA Life Insurance Company in the United States is seeking a seasoned professional to own and advance business processes within the Advanced Claims Capabilities team. You will shape the next generation of claims operations using AI and emerging tech, partnering with senior leaders and technical teams to deliver transformative results.

Ideal candidates bring extensive experience in claims or similar operations, a track record of implementing process improvements, and a strategic mindset to

Qualifications

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in quality management, process improvement, and problem-solving tools and methodologies.
• Experience implementing and sustaining change/improvements (change champion).
• Hands-on experience with Process Mapping and Modeling and creating and validating process documentation.

Responsibilities

• Develops business process deliverable program plans aligned to customer, business deliverable and enterprise strategy.
• Ensures alignment with customer and appropriate roadmap(s).
• Applies and maintains expert knowledge of business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance.
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation.
• Leads the overall management of process performance by developing control limits, monitoring KPIs and informing stakeholders of deficiencies and risks, etc.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks.
• Collects and consolidates demand and identifies opportunities by business portfolio vertically within the business unit and/or horizontally across the enterprise.
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are aligned with overall strategy.
• Ensures alignment between internal stakeholders and customers across all business process projects using proactive communication.
• Utilizes data and analytics to deliver insight into customer and business process performance.
• Stays current with emerging technologies and evaluates business processes to lead continuous improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provides mentorship and guidance support for team and applicable business partners.
• Plans and designs business processes and makes recommendations to improve and support business systems and activities.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies.

Skills

Business Process Ownership

Product Ownership

AI solutions

Change management

Process Mapping

Data analytics

Stakeholder engagement

Education

Bachelor's degree or 4 years relevant education/experience

Job description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA, Charlotte, NC, or Tampa, FL.

The candidate selected for this position will work with the Advanced Claims Capabilities team in USAA's P&C Claims Optimization office. They will help shape the future of claims operations through innovation, artificial intelligence, and emerging technologies. This role is ideal for highly experienced Business Process Owners with a proven track record in Product Ownership and implementing technological solutions. The successful candidate will be responsible for identifying, developing, and implementing next-generation capabilities that enhance claim outcomes, improve adjuster efficiency, and deliver exceptional member experiences. The ideal candidate brings extensive experience in Claims or comparable operational environments, a passion for innovation, and a strong history of delivering AI-enabled solutions that improve decision-making. They are equally comfortable defining strategy, engaging senior leaders, partnering with technical teams, and driving execution to deliver transformative business results.

What you'll do:

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy.
• Ensures alignment with customer and appropriate roadmap(s).
• Applies and maintains expert knowledge of business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance.
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation.
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
• Collects and consolidates demand and identifies opportunities by business portfolio vertically within the business unit and/or horizontally across the enterprise.
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are aligned with overall strategy.
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provides mentorship and guidance support for team and applicable business partners.
• Plans and designs business processes and make recommendations and changes to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.
• Ensure 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 relevant education and/or experience.
• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
• Experience in implementing and sustaining change/improvements (change champion).
• Extensive hands on experience with Process Mapping and Modeling and creating and validating process documentation.
• Extensive experience in the application of proc