Lead Business Strategy Analyst – P&C Contact Center Workforce Analytics

USAA

Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics at USAA. Focusing on capacity planning, data analysis, and improving customer experience through strategic insights.

Posted 7/20/2026full-timeSan Antonio • Arizona, Colorado, Florida, Texas, Virginia • 🇺🇸 United StatesSenior💰 $127,310 - $243,340 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in capacity planning, workforce optimization, and data analytics to drive strategic decision-making and improve business outcomes. Proficient in translating complex data into actionable insights and compelling narratives that enhance customer experience and operational performance.

Highest-signal resume keywords

Capacity PlanningData AnalyticsWorkforce OptimizationStrategic Decision-MakingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPredictive ModelingStatistical MethodsOperational AnalysisFinancial NarrativesProject ManagementBusiness ConsultingForecastingCapacity ManagementPerformance Insights

Soft Skills

Problem-SolvingInterpersonal SkillsNegotiation SkillsCommunication SkillsTeam Leadership

Industry Keywords

RetailCustomer RetentionGrowth StrategiesOperational PerformanceRisk ManagementCompliance Policies

About the role

Key responsibilities & impact

Leading capacity planning and workforce optimization activities for the Retail Storefront Support Team
Ensuring effective management of capacity levers, operational performance, and financial resources
Translating business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes
Leading discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions
Overseeing efforts to identify key business assumptions and hypotheses around line of business strategy
Continuously refining hypotheses and identifying business questions to explore further
Developing the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and providing support to lower levels towards this effort
Collaborating 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
Applying 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 influencing and driving strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
Serving as a team lead and providing guidance and on-the-job training to team members
Ensuring 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 field; OR 4 years of relevant education and/or experience
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 managing capacity-related management routines; monitoring and optimizing customer retention, growth, service experience; and driving data-informed decision-making
Exceptional analytics and problem-solving ability to act as an SME proposing innovative solutions towards workforce planning and capacity initiatives
Experience developing materials and presenting and explaining complex information in a simple and user-friendly way
Strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes
Extensive experience in workforce planning and analytics, complex predictive modeling and forecasting, statistical methods, business consulting, project management, audit, and operational analysis, with a proven ability to translate complex data into compelling financial narratives that inform strategic decision-making, quantify business impact, and drive sustainable organizational performance.

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 assistance