Assistant Vice President – Next Best Experience, Member Experience Strategy

USAA

Lead USAA's Next Best Experience strategy enhancing member engagement across multiple channels. Responsible for strategic vision and collaboration with cross-functional teams to improve member services.

Posted 7/17/2026full-timeSan Antonio • Arizona, Colorado, North Carolina, Texas • 🇺🇸 United StatesLead💰 $224,250 - $403,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technology and digital product management initiatives, with a strong focus on member engagement, strategic alignment, and risk management. Proven ability to influence cross-functional teams and executive leadership while driving product strategy and enhancing customer experiences.

Highest-signal resume keywords

Technology Product ManagementDigital Transformation LeadershipAgile Delivery ExperienceRegulatory Compliance KnowledgeCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Strategy DevelopmentData-Driven InsightsExperience Design PrinciplesPerformance MeasurementRisk Management FrameworkEmerging Technology PlatformsProduct Portfolio ManagementMarket AnalysisInvestment PrioritizationMember-Centric Decision Making

Soft Skills

Outstanding People ManagementStrategic ThinkingEffective CommunicationCollaboration SkillsConsensus Building

Industry Keywords

GLBATCPAADAMember EngagementDigital ChannelsCustomer ExperienceBusiness PrioritiesOperational SupportFocus GroupsA/B Testing

About the role

Key responsibilities & impact

Lead USAA's Next Best Experience strategy, defining how millions of members engage through personalized, context-aware experiences across channels, products, and journeys.
Establish the vision, strategy, governance, and operating model for Next Best Experience across the member lifecycle.
Align member needs, business priorities, data-driven insights, and experience design principles to deliver the right experience in the right channel at the right time, strengthening member relationships and driving long-term member value.
Partner with leaders across Digital, Technology, Analytics, Marketing, Design, and the Lines of Business to define enterprise experience priorities, decision frameworks, measurement strategies, and investment direction.
Oversee the evolution of product, service, advice, and contextual engagement experiences anchored in life events, key member milestones, and meaningful moments that deepen emotional connection and brand affinity.
Serve as the enterprise steward for member-centric decision making, translating member insights, business objectives, and emerging capabilities into a cohesive strategy that advances engagement, loyalty, satisfaction, and long-term member value creation.
Create, develop, and sustain Business, Technology, and LoB relationships, acting as digital/technology product point of contact for partners/customers.
Set the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio.
Serve as escalation point on day-to-day activities of the Digital or Technology product management organization.
Provide executive oversight and lead organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders.
Influence senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches within a LoB.
Promote continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate.
Be accountable for delivering on agreed upon goals and outcomes for products, services and transactions across digital channels and platforms.
Manage investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the program or portfolio level.
Attract, select, and develop top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings.
Ensure technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards.
Drive the economic success of the LoB through the growth of the digital/technology product portfolio(s).
Oversee strategic alignment across company/staff agency product portfolio(s), initiatives, and investments.
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; OR 4 years of relevant education and/or experience
10 years of experience as a Technology, Product Management or Digital transformation leader for Association initiatives and platforms, with varying responsibilities from strategy to market to ongoing product improvements
6 years of direct team lead or leading matrixed or cross-functional, large scaled teams
Demonstrated ability to think strategically and execute both strategic and tactical association-wide efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy
Solid business and technology acumen combined with strong technical and customer experience foundations
Outstanding people management abilities, creates and sustains environment to succeed
Proven leadership and ability to influence at all levels of management
Demonstrated knowledge of Technology/Digital products and/or emerging technology platforms, applications and standards
Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders
Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency
Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization's risk management framework, governance, standards, capabilities and risk strategy across all lines of business
Experience working with Agile delivery/development organizations
Knowledge of federal laws, rules, and regulations including, but not limited to, GLBA (Gramm-Leach-Bliley Act), Telephone Consumer Protection Act (TCPA) and Americans with Disabilities Act (ADA)

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