The OpportunityThis position will report directly to the AVP of Member Prosperity & Protection as a dedicated
Transformation Engagement Director supporting the USAA Currently Serving (CS) Strategy. They will be instrumental in translating the CS strategy into actionable, association-wide plans and programs that enhance member value, trust, and engagement. This role will lead the development and execution of an integrated CS strategic roadmap, aligning cross-functional teams to deliver a unified member experience. Serving as a key liaison across USAA, the role influences stakeholders at all levels to ensure cohesive execution of initiatives, effective adoption of new ways of working, and successful implementation of products and services. Ultimately, this role drives measurable improvements in member satisfaction, loyalty, and penetration with the Currently Serving market.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in one of the following locations: San Antonio, TX or Charlotte, NC. Relocation assistance is not available for this position.
What you'll do:- Develops and executes multi-year business program strategies aligned with organizational goals, identifying and pursuing new opportunities through senior-level consulting and strategic planning. Simultaneously, leads, coaches, and mentors program and project teams, fostering collaboration, addressing interdependencies, and negotiating agreements to resolve conflicts and manage stakeholder expectations, all while defining scope, timelines, budgets, objectives, and forecasting benefits, resource requirements, and risk mitigation strategies.
- Plans, directs, delegates, coordinates, and monitors the execution of complex programs and projects, ensuring adherence to timelines, Value Management Framework (VMF), and quality standards. This includes understanding the continuous planning cycles, risk management, issue resolution, communication to stakeholders and if needed, ensuring escalation to resolve.
- Defines and manages work effort interdependencies and establishment of objectives and key results (OKRs), ensuring the overall delivery of work meets goals and OKRs.
- Accountable for effectively coaching and leading highly matrixed program and project teams, empowering team members to achieve project goals through collaborative problem-solving, skill development, and clear communication across organizational boundaries.
- Develops and implements comprehensive change management strategies and plans, maximizing user adoption and minimizing risk. This includes the creation and utilization of reusable templates, stakeholder assessments, and communication plans.
- Ensures effective identification, measurement, monitoring, and control of risks associated with business activities, in accordance with established policies and procedures.
- Communicates effectively with all stakeholders, including senior management, providing insights into issues, and driving resolution.
- Facilitates collaborative problem-solving through creative processes like design thinking or creative problem solving.
- Mentors and coaches program managers, project managers, change partners, and senior leaders, fostering skill development and organizational capability.
- 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.
- 8 years of experience in project/program management and/or organizational change management.
- Strong Knowledge of Project/Program Management Principles: Demonstrated understanding and application of project and program management methodologies (e.g., PMBOK, Agile, Scrum).
- Ability to effectively plan, execute, monitor, and control projects/programs to achieve desired outcomes.
- Experience Leading Change Initiatives: Proven experience leading and managing organizational change initiatives of varying scope and complexity.
- This includes experience in developing change management strategies, implementing communication plans, facilitating training, and managing resistance to change.
- Experience in Risk Management: Demonstrated ability to identify, assess, and mitigate risks associated with projects, programs, and organizational change initiatives.
- Engagement management and transformation consulting experience.
- Proven ability to build relationships and influence stakeholders at all levels: Demonstrated ability to build strong working relationships with stakeholders across organizational levels, including executive leadership. Ability to effectively communicate, negotiate, and influence stakeholders to gain buy-in and support for projects and change initiatives.
What sets you apart:- US military experience gained through military service or gained as a military spouse / domestic partner
- Translate the overarching Currently Serving strategy into actionable plans, defining programs and improvements to enhance member value and trust in USAA.
- Serve as a trusted partner with teams like Military Affairs to embed the Currently Serving strategy company-wide, fostering a unified member experience and employee engagement.
- Architect and manage the integrated, association-wide strategic roadmap, defining steps, responsibilities, and resources necessary to improve the experience for CS.
- Ensure timely and effective execution of roadmap initiatives, directly enhancing CS member value and trust, leading to increased penetration and loyalty.
- Act as a liaison to ensure cohesive company-wide efforts on the CS roadmap; managing and influencing stakeholders from senior leaders to execution teams.
- Oversee the implementation of new and enhanced products and services that increase member satisfaction and perceived value, solidifying trust and driving deeper engagement and loyalty among CS members.
Compensation range: The salary range for this position is: $143,320 - $273,930.
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.
