Senior Experience Owner: Member Value & Strategy Lead

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

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