USAA

AVP, Advice – Member Value

USAA

full-time

Posted on:

Location Type: Hybrid

Location: San Antonio • Arizona • Colorado • United States

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Salary

💰 $169,880 - $305,780 per year

Job Level

Lead

About the role

  • Defines and implements Association-level Advice standards and governance protocols, ensuring consistency and alignment across all LoBs and functional areas
  • Develops and manages the digital Advice product lifecycle, including roadmap creation, prioritization, and execution with cross-functional teams
  • Responsible for facilitating the Advice operating model, coordinating central hub responsibilities and collaborating with distributed 'spoke' teams (Lines of Business)
  • Manages the integrated Advice experience, incorporating LoB inputs and ensuring cohesive delivery across digital and human-assisted channels
  • Drives innovative Advice distribution strategies, leveraging personalization technologies (e.g. PEGA, FinFeed), and creative channels such as email, podcasts, social influencers
  • Collaborates with LoB leaders to align product-specific Advice with association standards and complements non-product guidance, ensuring a holistic member journey
  • Champions adoption of advanced digital capabilities, including Generative AI, to enhance advice delivery
  • Foster a culture of continuous improvement, using performance measures (KPIs), member insights, and performance analytics to optimize Advice delivery and strengthen member financial resilience
  • Provides executive oversight for governance processes and ensures seamless integration of Next Best Action strategies ensuring cross-channel consistency and real-time data synchronization
  • Develops and maintains comprehensive member journey maps, integrating both non-product Advice (e.g., budgeting tools) and product-related guidance tailored to key member life events
  • 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.

Requirements

  • 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 leadership experience in financial services, with a proven track record in member experience, strategy development, and operational execution
  • 6 years of people leadership experience in building, managing and/or developing high-performing teams
  • Proven ability to lead association-wide, cross-functional initiatives, driving collaboration across diverse business units and influencing strategic decisions in a complex, matrixed environment
  • Ability to lead and influence organizational change while delivering results in a complex and highly matrix environment
  • Demonstrated success in governance and operational oversight, including developing frameworks, setting standards, and ensuring compliance across multiple lines of business
  • Demonstrated analytical and analytical acumen with expertise leveraging data analytics and member insights to translate into actionable strategies
  • Highly effective at building partnerships and influencing key decisions at a senior stakeholder level; proven ability to present information and build relationships with other executive management stakeholders.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
digital product lifecycle managementroadmap creationperformance analyticsdata analyticsGenerative AIgovernance frameworksrisk managementmember journey mappingoperational executionpersonalization technologies
Soft Skills
leadershipcollaborationinfluencestrategic decision-makingorganizational change managementcontinuous improvementrelationship buildingcoachingteam developmentcommunication