USAA

Business Operations

• Leads planning for highly complex processes including problem definition, evaluation of requirements, design, testing, and implementation of business processes.
• Understands the process operating objectives, business rules, performance requirements, risks, controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process.
• Actively develops and drives alignment of process to overall experience strategy and vision.
• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy.
• Ensures alignment with customer and appropriate roadmap(s).
• Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance.
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation.
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
• Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the business unit and/or horizontally across the enterprise.
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are in alignment with overall strategy.
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provides mentorship and guidance support for team and applicable business partners.
• Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Business Process Owner Lead – Member Distributions

Actuary

• Apply deep and broad actuarial knowledge to identify, define, and design solutions to complex problems with ambiguous requirements (e.g., end-to-end design of rate level indications process for a new product; independently shapes and transforms all aspects of machine learning and AI for a product: (data selection, model selection, stakeholder communications, performance monitoring, etc.);
• independently runs catastrophe models for advanced ad-hoc analyses;
• provides guidance and training to peers for running and validating the catastrophe models;
• enhances current methodologies to tailor catastrophe model results to better represent USAA’s risk;
• designs and performs broad and complex actuarial analyses that produces actionable insights for company-level decision-making designs reserving methodology and technical platform for new product.
• Utilize advanced actuarial, mathematical, or statistical techniques to augment actuarial work product, methodologies, and procedures.
• Lead special actuarial projects, such as the development of new pricing methodologies or reporting tools to impact LOB-level initiatives.
• Provide thought and/or technical expertise on complex topics and influences key stakeholders on business decisions.
• Lead cross-functional actuarial initiatives.
• Strategically partner with IT to influence the design, alignment, and implementation of technical business standards.
• Manage USAA vendor relationship(s).
• Assist the business unit with translating strategic objectives into tactical solutions.
• Maintain current knowledge of market trends and emerging risks and proactively develops strategies, policies, and processes to address them.
• Develop written communication and presentations that effectively to convey data-driven solutions to broad audiences including cross-functional executive leadership.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Lead Actuary

Product Manager

• Accountable for communicating and driving the vision and strategy effectively to key stakeholders and Bank agile team members
• Ensures delivery of quality product and member experience solutions through collaboration with stakeholders to determine business needs
• Responsible for working closely with the Team-of-Teams Lead to assist in clarifying and driving alignment on the business strategy, goals, and objectives
• Translates this understanding into a clear vision for the Bank agile team to inform the creation and prioritization of the Bank agile team’s backlog of work
• Partners with Team-of-Teams Lead to define and clearly communicate acceptance criteria for output based on business requirements and customer needs
• Anticipates and solves complex issues using a data-driven approach to decision making
• Delivers against Bank agile team level OKRs
• Acts as “voice of the end-user”
• Proactively seeks customer feedback to learn and better understand their needs and requirements to ensure end user value is delivered to the marketplace
• Owns Bank agile team backlog (grooming, prioritization, and refinement)
• Optimizes the flow of value through the multi-Bank agile team Agile environment and progresses towards objectives, goals, and commitments, while removing impediments, resolving conflicts, and managing risks and issues
• Looks for opportunities for continuous Bank agile team and process improvement and makes recommendations to leadership.

Senior Bank Agile Product Owner – Digital/Payments

Call Center Representative

• Accountable for driving operational execution and excellence by managing capacity effectively, enhancing automation, and developing a modernized workforce.
• Responsible for ensuring these efforts are in alignment with the strategy and omnichannel initiatives within Distribution and Service.
• Owns and drives comprehensive workforce management and capacity planning for multiple, national multi-channel contact centers, to include third party contact center channels.
• Serves as the primary executive sponsor and integration leader for all strategic and operational initiatives focused on contact center innovation, transformation, and performance enhancement.
• Collaborates with and influences the Association’s member complaint team to identify, evaluate, and implement customer contact resolutions.
• Leads the development and execution of the comprehensive third-party contact center strategy, establishing robust training programs.
• Designs, implements and manages scalable performance dashboards to inform and achieve targeted operational performance standards.
• Acts as a key trusted executive partner, influencing and building strong relationships with stakeholders, senior leadership, and cross-functional partners.
• Continuously monitors and analyzes market economic conditions, industry and regulatory trends, and competitive landscape.

VP, Contact Center Support – Optimization

Business Analyst

• Manage and analyze information using a variety of techniques and tools.
• Support data management efforts with business owners and technical teams.
• Ensure information is understood through metadata management.
• Ensure data is measured and trusted through data quality management.
• Ensure data is retained and purged appropriately through retention management.
• Ensure data is properly secured and handled based on sensitivity and regulatory requirements.
• Log data sources and support the Authoritative Data Source certification.
• Provide data quality oversight and monitor data SLAs and quality indices.
• Document and update data quality corrective action plans.

Information Management Analyst – Mid-Level

Analyst

• Leverages intermediate business/analytical knowledge to participate in discussions with internal teams to understand, collaborate and influence solution strategies of business objectives
• Reviews simple and complex data for emerging trends and supports implementation of emerging trends into forecasts and tactical or strategic recommendations
• Applies innovative and quantitative analytical approaches, translates recommendations to business partners, provides reliable, consistent forecast/plan data and prepares written documentation and summaries on findings for review
• Research industry best practices
• Applies intermediate knowledge and thought leadership of various forecasting methodologies, systems, and tools to produce forecasts and tactical or strategic business recommendations to promote contact center health
• Develops forecasting white papers for review
• Documents assumptions, methodology, validation and testing in a manner that ensures replication of work for effective peer reviews and supports Governance, Risk and/or process work
• Provides consultative guidance and effectively partners and influences appropriate business leaders and/or their representatives to integrate operational initiatives into the overall forecast/plan
• Succinctly delivers analysis/findings in a manner that conveys understanding, influences business leaders, garners support for recommendations, drives business decisions, and influences business strategy
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Mid Level Forecasting Analyst

• Analyze complex internal and external data such as segment level performance, local market trends, cost benefit analysis, and weekly and monthly performance vs plan/forecast.
• Develop recommendations related to multi-year strategic goals, policy/membership growth, product enhancements, and non-rate actions.
• Formulate responses to routine and complex member inquiries elevated by Member Contact teams.
• Interact with, and at times directs, key stakeholders across the business to collect and analyze information that drives the business goals including but not limited to Underwriting, Marketing, Legal, IT.
• Develop complex product dashboards and reporting in excel, Tableau, or other analytical tools to support the identification of key performance metrics such as results monitoring, competitive position, and local market strategy execution.
• Develop and deliver performance presentation briefing materials for business reviews with extended state team, leadership, and other stakeholders.
• Understand and maintain expert knowledge of current state laws and regulatory environments for assigned states.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

P&C Product Management Analyst

• Leverages intermediate and some advanced business, analytical and technical knowledge to participate in discussions with cross functional teams to understand and collaborate on business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with impact to current and/or future business strategy.
• Applies innovative and scientific/quantitative analytical approaches to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change.
• Translates recommendation into communication materials to effectively present to colleagues for peer review and mid-to-upper level management.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Identifies and gathers the relevant and quality data sources required to fully answer and address the problem for the recommended strategy through testing or exploratory data analysis (EDA).
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Delivers analysis/findings in a manner that conveys understanding, influences mid to upper level management, garners support for recommendations, drives business decisions, and influences business strategy.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Mid-Level Decision Science Analyst – Claims Workforce Analytics

• Provides advanced decision science support by leading complex analytics projects, mentoring junior analysts, and driving thought leadership that elevates analytic maturity across the team.
• Partners closely with business leaders to shape strategies that improve workforce performance and operational efficiency.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with significant impact to current and/or future business strategy.
• Translates recommendation into communication materials to effectively present to various levels of management.
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Remains informed on current data and analytics trends, and identifies opportunities to continue to learn in the data and analytics space.

Senior Decision Science Analyst – Property Claims, Workforce Analytics

Operations

• Serve as the primary data analytics resource for the Disbursement Operations team
• Deliver accurate, data-driven operational support for leadership reporting and Treasury/Payment Operations initiatives
• Maintain operational dashboards, KPIs, and performance reports to support visibility into daily activities
• Analyze payment trends, identify root causes of issues or performance gaps
• Research and resolve moderately complex disbursement transaction issues
• Identify workflow improvement opportunities to reduce errors, optimize efficiencies, and enhance process performance
• Support year‑end 1099 reporting and testing activities for corporate vendor payments
• Perform moderately complex money movement transaction problem resolution, reviewing and updating procedures as needed
• Ensure risks related to business activities are properly identified, monitored, and controlled in alignment with risk and compliance standards.

Treasury Operations Analyst – Disbursement Operations

Full-stack Engineer

• Identify and manage existing and emerging risks that stem from business activities and the job role
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled
• Follow written risk and compliance policies and procedures for business activities
• Design, develop, code, and test significant technical solutions collaborating with senior and lead engineers
• Lead code/design reviews to ensure smooth daily operations and accurate planning at a team level
• Organize work and lead team to deliver features and solutions
• Resolve complex production issues and lead troubleshooting of end-to-end solutions that span multiple applications and systems
• Mentor and coach junior engineers
• Engage in all phases of the software systems and application development lifecycle which include gathering and analyzing requirements, designing, testing, documenting and implementing software, responding to outages

Senior Software Engineer

• Evaluate business needs and reviews system requirements for accuracy; translate data between business users and technical developers.
• Collaborates with internal stakeholders to understand business needs and opportunities.
• Provide intermediate to complex analysis, supporting the planning and implementation of systems and upgrades, and process changes.
• Participate in analyzing and documenting business requirements for application/IT platform.
• Review new or upgraded application functionality with business partners.
• Perform and may coordinate business and application/IT platform support; analyzes discrepancies and system failures.
• Facilitate and perform resolution activities to minimize business impact.
• Maintain proficient understanding of business processes, supporting applications/IT platform, and strategic direction.

Business Applications Analyst I – Talent Distribution

Data Analyst

• Accountable for strategic, tactical, operational, and financial responsibilities associated with CoSA data storage, data preparation, data exploration, information governance, analytics, and information delivery
• Accountable for defining and developing business data & analytics strategy to enable achievement of business goals and objectives
• Collaborate with company and staff agency data and analytics leaders to identify and deliver actionable insights and products to further USAA’s business strategy
• Provide data & analytics products using Agile methodologies to enable fact based, enterprise decisions that drive the achievement of USAA’s mission and goals
• May be assigned by the Chief Data & Analytics Officer, to chair high-level cross-business teams to identify strategy synergies and translating these insights into actionable, compliant deployments
• Provide strategic direction and thought leadership to the Data and Analytics Community across USAA
• Keep current of industry leading practices and advances in across all data & analytics sub-functions as well as the business associated with the assigned CoSA
• Fosters analytical innovation and promotes the importance of data literacy through sharing of analytics knowledge and best practices
• Responsible for educating, overseeing and monitoring CoSA adherence with Information Governance policy and standards
• Builds and oversees a team of employees for assigned functional areas through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Assistant Vice President, Business and Data Analytics – Member Value

• Independently apply complex technical and actuarial methodologies, as well as proficient actuarial knowledge, to complete unstructured projects
• Select and ensure quality of data used to perform trend analysis supports rate level indications; translate business problem into technical requirements; run catastrophe models and interpret and communicate results to support business activities while executing and enhancing a strong control environment with guidance from an experienced catastrophe modeler.
• Utilize actuarial, mathematical, or statistical techniques to augment actuarial work product.
• Create and deliver training to teammates on mechanics of actuarial tools and processes.
• Apply understanding of products supported, stakeholders’ needs, and industry trends to solve unstructured business problems.
• Identify compliance gaps and process improvements and recommends develops solutions.
• Lead unit initiatives and participate in cross-functional efforts as a technical subject matter expert.
• Effectively communicate insights and solutions to all audiences, including executive leadership.
• Synthesize complex and conflicting information into a clear and influential value proposition.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Actuarial Analyst I

Business Intelligence Developer

• Analyze complex business problems and issues using data from internal and external sources to provide insight to analysts and decision makers.
• Identify and interpret trends and patterns in datasets.
• Create specifications for reports and analysis based on business needs.
• Provide consultation to users and lead cross-functional teams to address business issues.
• Prototype solutions for displaying information based on business needs.
• Leads gathering complex business requirements by partnering with customers.