VP, Membership Experiences, Authentication
USAA
full-time
Posted on:
Location: North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $224,250 - $403,650 per year
Job Level
Lead
About the role
- Defines and lead the association-wide vision and strategy for authentication, Join, onboarding, and member profile lifecycle management, ensuring a seamless, secure, and member-first experience across all channels.
- Anticipates downstream friction and design scalable, compliant pathways that support long-term member engagement, aligning with overall organizational goals.
- Establishes and champions 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.
- Anticipates and shapes future trends in digital authentication, onboarding, and member data management, proactively influencing association strategy and innovation roadmaps.
- Designs and governs 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.
- Designs scalable governance models adaptable to diverse products and channels, ensuring a consistent and compliant member experience.
- Owns the end-to-end authentication experience strategy, including setup, access, recovery, and security, ensuring alignment with member profile and onboarding flows.
- Serves 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.
- Owns and governs the member profile lifecycle and data domain, including data requirements, tagging, updates, retention, compliance, and usability across systems and business lines.
- Collaborates cross-functionally with CTO, CCPAO, onboarding, and analytics leaders to align infrastructure, messaging, execution, and performance monitoring of onboarding and authentication strategies.
- Leads insight-to-action initiatives by leveraging analytics, experimentation, and member feedback to optimize onboarding and authentication experiences, reduce friction, and increase adoption at scale.
- Oversees 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.
- Builds and oversees a team of professionals through recruiting, development, coaching, and performance management.
- 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 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.
- (Preferred) Experience in Bank or P&C industry
- (Preferred) Experience leading highly accomplished executives
- (Preferred) Authentication experience
- (Preferred) Experienced Executive building strong performing teams in a highly matrixed organization
- (Preferred) Proven Sales and Services experience a plus
- (Preferred) US military experience through military service or a military spouse/domestic partner