The OpportunityThis role is responsible for driving strategic transformation initiatives that improve the member experience, enhance business capabilities, and optimize business processes, with focus on contact center operations. The individual will help shape and execute transformation strategies, identify opportunities for innovation, and develop scalable solutions that support organizational objectives. A key focus of the position is advancing AI-driven initiatives and emerging capabilities that modernize operations, improve efficiency, and create meaningful value for members. Working closely with cross-functional stakeholders, this individual will contribute to the design and implementation of innovative solutions that accelerate business transformation and support long-term growth and strategic goals.
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, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.
Relocation assistance is
not available for this position.
What you'll do:- Lead the design/development of new business capabilities, with a strong focus on leveraging AI to drive transformative changes. Identify and implement strategic opportunities and solutions for key stakeholders.
- Define and articulate the strategic vision for business process transformation, including the integration of innovative capabilities like AI, and establish clear roadmaps for execution.
- Develop business process enhancements for the bank that aligns business deliverables, bank strategy and risk management framework. Ensures alignment with customer and appropriate bank roadmap(s) and strategy.
- Drive the ideation and conceptualization of new business ideas and initiatives. Lead planning & initial execution and direct and coordinate activities for highly complex projects.
- Apply a holistic understanding of risk and regulatory compliance to include business strategies and solutions.
- Manage risks by using established methodologies and exercising control plans to ensure alignment with Function or Line of Business specific requirements, process requirements, and business needs.
- Provide consultation to influence and ensure function and/or line of business processes address strategic objectives across all activities.
- Ensure alignment between internal stakeholders across all business process projects and services using proactive communication and engagement strategies.
- Utilize data and analytics to deliver insight into customer and business process performance, identifying opportunities to drive transformation and inform strategic decision making.
- Ensure risks associated with new 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.
- Strong understanding of contact center operations, including key processes, current technological advancements, and how process changes affect operational efficiency and effectiveness.
- Minimum 8 years' experience in business process consultation, process design, developing business processes, procedures, measures, and metrics.
- Expert knowledge of bank products and processes.
- Experience leading programs/projects, business process owner/consultant or working in an agile environment.
- Experience in applying quality management, process improvement, and leveraging process improvement tools and methodologies.
- Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
- Experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.
- Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes.
- Experience with AI concepts and their practical application in developing new business capabilities.
- Proven track record in developing and implementing comprehensive business strategies, including defining strategic objectives, key initiatives, and performance metrics.
What sets you apart:- Demonstrated experience leading large-scale business transformation initiatives within the banking, financial services, or contact center environment.
- Proven ability to anticipate industry trends and translate external market insights into actionable business strategies and capabilities.
- Experience influencing senior leaders and navigating complex, matrixed organizations to drive alignment and execution.
- Demonstrated success leading ambiguity, identifying opportunities beyond current priorities, and shaping future-state capabilities that create competitive advantage.
- Demonstrated ability to lead proof-of-concept initiatives, business case development, and innovation programs from ideation through implementation.
- Demonstrated experience applying expertise in retail banking to conceptualize and drive customer-centric innovations as well as transformational solutions.
- Understanding of AI technologies and their application within the financial services industry, including emerging trends, use cases, and industry benchmarks.
Compensation range: The salary range for this position is: $127,310.00 - $243,340.00
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. The actual salary for this role may vary by location.
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.
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.
