Executive Director, Sr. Experience Owner

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 148,000 - 266,000; Full time

Job summary

USAA Life Insurance Company is seeking a senior leader to oversee the member experience strategy, performance, and delivery of products and services across channels. You will collaborate with executives, business lines, and partners to ensure world-class experiences that meet member and employee needs while guiding a growing team.

The role emphasizes disciplined execution, change leadership, and a data-driven approach to optimize member value and cost to serve within a large, complex

Qualifications

• Experience in designing and delivering customer or employee experience strategies.
• Strong leadership experience building high-performing teams.
• Proven ability to drive change and innovation in complex environments.

Responsibilities

• Align execution owners to deliver end-user experiences that are compliant.
• Use human-centered design to develop visions, goals, outcomes and metrics.
• Lead through Agile methods to improve member value and time to value.
• Deliver member, relationship and product outputs with cross-functional teams.

Skills

Customer experience

Leadership

Agile methods

Data analytics

Strategic collaboration

Education

Bachelor's degree

4 years 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

Accountable for the overall strategy, direction, performance, 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, other USAA business lines, and/or third parties to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Partners with USAA and/or third‑party executives to ensure current and future requirements are met.

Tasks:

• 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 Function or Line of Business 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 relevant education and/or experience.
• 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:

• Extensive Auto Injury claims experience, with deep understanding of injury claim strategy, severity management, and the broader P&C claims environment.
• Experience developing or leading litigation strategy and management, including outside counsel oversight, litigation expense management, and improving outcomes and cost effectiveness.
• Strategic leadership experience within a large, complex claims organization, with the business judgment to evaluate opportunities, prioritize investments, and determine when issues require escalation or intervention.
• Understanding of AI and emerging technology in Claims, including its potential impact on injury and litigation management, operational effectiveness, and member outcomes.
• US military experience through military service or a military spouse/domestic partner.

Compensation range:

Compensation range: The salary range for this position is: $147,750 - $265,950 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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 data of the position.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of D