The OpportunityAs the AVP, Senior Member Value Officer you will Lead the strategic execution of Member Value (MV) initiatives by serving as the primary bridge between Lines of Business and enterprise Functions. Translates member experience strategy into scalable, actionable execution plans that drive consistent, member-centric outcomes across the organization. Partners with senior leaders to align priorities, accelerate adoption of experience standards, monitor performance against key objectives, and resolve cross-functional delivery challenges. Facilitates enterprise-wide collaboration, governance, and insight sharing to strengthen accountability, optimize business performance, and enhance the overall member experience. Ensures organizational efforts remain focused on delivering measurable value to members while fostering a culture of continuous improvement and operational excellence.
Key Responsibilities- Serve as the strategic liaison between Member Value, Lines of Business, and enterprise Functions to drive alignment and execution of member experience priorities.
- Translate member experience strategy into actionable plans and enterprise-wide initiatives that deliver measurable business and member outcomes.
- Champion the adoption and integration of experience standards, processes, and best practices across the organization.
- Monitor performance metrics and member experience indicators to identify trends, risks, and opportunities for improvement.
- Lead cross-functional coordination to address execution challenges, remove barriers, and ensure successful delivery of strategic initiatives.
- Facilitate governance, communication, and knowledge-sharing forums that promote consistency and accountability across teams.
- Provide executive insights and recommendations that strengthen decision-making and advance Member Value objectives.
- Foster a culture of collaboration, continuous improvement, and shared ownership of member experience outcomes.
- Partner with stakeholders to ensure organizational strategies, programs, and processes consistently support member-centric goals.
- Drive operational excellence through disciplined execution, performance management, and enterprise alignment.
We offer a flexible work environment that requires an individual to be
in the office 4 days per week. This position is based in the following locations: San Antonio, TX,
Relocation assistance is available for this position.
What you'll do:
- Serves as a key liaison between the Member Value (MV) and assigned Lines of Business (LoBs)/Functions, translating Member Value strategy and priorities into actionable plans while ensuring bi-directional communication and alignment across stakeholders.
- Supports execution of the Member Value strategic vision by enabling LoBs to implement member-centric outcomes (e.g., Member Contact Handling Health, activation, satisfaction) in alignment with enterprise deepening and loyalty objectives.
- Partners with LoB and Function leaders to support the integration and execution of MVO-led experience standards across servicing, digital, and frontline channels, helping ensure consistency and quality of member journeys.
- Acts as a cross-LOB conduit to identify execution risks, dependencies, and friction points impacting member experience, escalating insights and facilitating collaboration to drive timely resolution.
- Supports governance routines within LoBs/Functions by tracking initiative progress, monitoring delivery against timelines, and ensuring ongoing alignment with MV priorities and standards.
- Partners with LOBs to elevate or escalate members' experience performance metrics and operational indicators across assigned LoBs/Functions, synthesizing insights and trends to inform leadership decision-making and continuous improvement efforts.
- Leverages member insights, analytics, and feedback to support data-driven recommendations and guide experience and product-related enhancements across member journeys.
- Partners with LOBs and/or functions to support alignment of tools, platforms, and processes with MV service standards and enable scalable, seamless execution.
- Builds strong, trusted relationships across the organization to influence without authority, reinforce shared accountability, and champion a member-first mindset within a complex, matrixed environment.
- 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
- 10 years of progressive experience in member/customer experience, strategy execution, product enablement, or business transformation within a complex, matrixed organization.
- 6 years of leadership or matrix leadership experience, including leading teams, projects, or workstreams and influencing outcomes through collaboration rather than direct authority.
- Extensive experience partnering with senior leaders and cross-functional teams to align on priorities, support execution of strategic initiatives, and deliver results across lines of business.
- Proven ability to support the implementation of experience standards or frameworks across digital, servicing, and/or frontline channels, with measurable impact on member or customer outcomes.
- Experience supporting governance routines and performance tracking, including monitoring metrics, timelines, risks, and escalating insights to leadership to drive accountability and course correction.
- Strong experience leveraging data, analytics, and member insights to inform recommendations, improve journeys, and support operational and product-related decision-making.
- Experience partnering with technology and operations teams to support delivery of tools, platforms, or process improvements that enable seamless member experiences
What sets you apart:- Experience in financial services, insurance, or other highly regulated industries.
- Experience leading enterprise customer/member experience, business transformation, or strategic execution initiatives.
- Demonstrated ability to influence senior executives and drive alignment across complex, matrixed organizations.
- Strong analytical skills with experience leveraging member insights, operational metrics, and performance dashboards to drive decision making.
- Experience partnering with technology, operations, and product teams to deliver member-centric capabilities and process improvements.
- Proven success leading to organizational change and adopting new ways of working at scale
- US military experience through military service or a military spouse/domestic partner
Compensation range: The salary range for this position is: $169,880-$305,780
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 Directors.
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.
Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
