VP, Membership Experiences – Authentication
USAA
full-time
Posted on:
Location Type: Hybrid
Location: San Antonio • North Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $224,250 - $403,650 per year
Job Level
Lead
About the role
- Define and lead the association-wide vision and strategy for authentication, Join, onboarding, and member profile lifecycle management
- Anticipate downstream friction and design scalable, compliant pathways that support long-term member engagement, aligning with overall organizational goals
- Establish and champion association-wide KPIs and success metrics for onboarding and profile management, using data-driven insights to influence strategic priorities and drive continuous improvement across the organization
- Anticipate and shape future trends in digital authentication, onboarding, and member data management, proactively influencing association strategy and innovation roadmaps
- Design and govern consistent Join experiences and eligibility pathways, ensuring transparency, compliance, and alignment across products, systems, and LOB/functions
- Ensure the experience integrates seamlessly into product flows and eligibility rules are applied consistently and efficiently
- Design scalable governance models adaptable to diverse products and channels, ensuring a consistent and compliant member experience
- Own the end-to-end authentication experience strategy, including setup, access, recovery, and security, ensuring alignment with member profile and onboarding flows
- Serve as product owner for the onboarding experience, setting the strategic roadmap and guardrails for welcome communications, profile build-out, activation milestones, and compliance-aligned eligibility flows
- Own and govern the member profile lifecycle and data domain, including data requirements, tagging, updates, retention, compliance, and usability across systems and business lines
- Collaborate cross-functionally with CTO, CCPAO, onboarding, and analytics leaders to align infrastructure, messaging, execution, and performance monitoring of onboarding and authentication strategies
- Lead insight-to-action initiatives by leveraging analytics, experimentation, and member feedback to optimize onboarding and authentication experiences, reduce friction, and increase adoption at scale
- Oversee association readiness for system and tool changes impacting onboarding and authentication, while shaping acquisition funnel strategies and ensuring alignment with risk, compliance, and regulatory frameworks
- Build and oversee a team of professionals through recruiting, development, coaching, and performance management
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor’s Degree OR 4 years of related experience may be substituted in lieu of degree
- 10 years of progressive leadership experience in digital product management, member/customer onboarding, authentication and access management, or related fields
- 8 years of people leadership experience in building, managing and/or developing high-performing teams
- Proven experience leading company-wide strategy for digital authentication, or onboarding in a highly regulated industry (e.g., financial services, insurance, healthcare)
- Demonstrated success in data governance and lifecycle management, including experience with member/customer data platforms, tagging strategies, and compliance frameworks
- Demonstrated experience in cross-functional collaboration, with experience influencing technology, analytics, communications, and operations teams
- Track record of using analytics and experimentation to drive insight-to-action improvements in digital experiences and customer/member engagement
- Experience managing large-scale transformation initiatives, including system/tool implementations and acquisition funnel optimization.
Benefits
- 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
- various wellness programs
- career path planning and continuing education
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
digital product managementmember onboardingauthentication managementdata governancelifecycle managementanalyticsexperimentationcompliance frameworkstagging strategiestransformation initiatives
Soft skills
leadershipcross-functional collaborationstrategic thinkingteam buildingcoachingperformance managementcommunicationinfluencingproblem-solvingdata-driven decision making