Lead Business Strategy Analyst – Complaint Insights

USAA

. Aggregate complaint data across lines of business and non-product categories .

Posted 5/23/2026full-timeSan Antonio • Arizona, Colorado, Florida, North Carolina, Texas • 🇺🇸 United StatesSenior💰 $127,310 - $243,340 per yearWebsite

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

Aggregate complaint data across lines of business and non-product categories
analyze trends through Association-wide analytics
report findings out to demonstrate effective complaint management and early detection of risks
Develop early warning system for systematic complaints
conducting root cause and trend analysis with real-time feedback loops
reporting on aggregated themes and member segments
sharing the narrative of the data Complaints Program Office
Formulate association-wide approaches to enhance complaint handling processes
Collaborate with lines of business analytics and IT teams for alignment on complaint data strategies and requirements
Develop standardized complaint analysis across the association to establish and improve on a quality diagnostic framework
utilize quantitative and qualitative analysis to provide thought-leadership on evolving industry trends, market developments, USAA's strategic direction, regulatory environment, and macroeconomic trends for the business unit
provide insights and information-based context for key stakeholders in the business unit to effectively manage, influence, and impact line of business strategy
Leads discussions with key stakeholders to communicate information learned from analyses
provide input into line of business strategy development
drive and influence business decisions
Leads integration of the analytic strategy and business strategy
Oversees efforts to identify key business assumptions and hypotheses around line of business strategy
Continuously refine hypotheses and identify business questions to explore further
Develop the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience
provide support to lower levels towards this effort
Collaborate with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience
Apply expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals
Effectively influence and drive strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
Serve as a team lead and provide guidance and on-the-job training to team members
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

What you’ll need

Bachelor's Degree in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience may be substituted in lieu of degree
8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting
Experience identifying business needs and developing strategic plans driven by qualitative/quantitative analysis and market insights
Experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics
Experience influencing business decisions
Strong analytical skills with experience using hypotheses-driven problem solving
Extensive experience leading and performing complex data analysis using various data analytics tools (i.e.Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics)

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysistrend analysisroot cause analysisquantitative analysisqualitative analysishypotheses-driven problem solvingstrategic planningbusiness strategy developmentrisk evaluationoutcome measures

Soft Skills

interpersonal skillsnegotiation skillsleadershipcommunicationinfluencecollaborationguidancethought leadershipagility in decision-makingstakeholder engagement