Executive Director, Senior Experience Owner – Inbound Communications

USAA

Executive Director leading member communications experience and mail operations for USAA, a financial services organization serving military communities. Driving strategy, Agile execution, risk control, and high-performing teams.

Posted 8/12/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesSenior💰 $147,750 - $265,950 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in managing customer and employee experience strategies, utilizing Agile methods for execution and change management, while building high-performing teams and optimizing operational processes. Proven ability to synthesize data insights for strategic decision-making and enhance value propositions.

Highest-signal resume keywords

Customer Experience ManagementAgile MethodologiesPeople LeadershipProcess OptimizationOperational Risk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategiesProduct AnalyticsChange ManagementData SynthesisOperational ControlsMail Life Cycle ManagementDocument Storage ManagementStrategy ExecutionPerformance ManagementCapability Building

Soft Skills

Relationship BuildingCollaborationCoachingTeam DevelopmentCommunication

Industry Keywords

Member CommunicationHuman-Centered DesignMatrix EnvironmentSustainable Growth PlansIndustry TrendsMember InsightsBusiness PerformanceCompliance PoliciesUS Military Experience

About the role

Key responsibilities & impact

Manage all mail room operations and facilities within the Member Communication space
Create strategic focus on world-class member and employee experiences, exceptional service, and relationship building
Collaborate across lines of business and with third parties to consistently deliver experiences aligned with strategic intent
Partner with USAA and third-party executives to meet current and future requirements
Align Disciplined Execution Owners toward compliant experiences serving end-user needs
Develop portfolio vision, values, goals, outcomes, and evaluation methods using experience-focused and human-centered design
Lead execution and management through Agile methods to increase member value, accelerate time to value, and optimize cost to serve
Oversee delivery of member, relationship, and product production across the function or line of business
Partner with stakeholders to optimize member value
Manage change capacity to optimize member benefit and business performance
Monitor industry trends and member insights to enhance or develop value propositions
Set direction within service-level and financial guardrails to create sustainable growth plans
Build and oversee a team through recruiting, development, retention, coaching, performance management, and managerial activities
Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
10 years of progressive related experience developing, implementing and/or managing customer or employee experience strategies and major initiatives in a complex matrix environment
4 years of people leadership experience building, managing, and/or developing high-performing teams
Proven experience leading change and driving innovation to improve customer or employee experience
Demonstrated understanding of customer experience management as a business philosophy
Experience with product analytics and synthesizing data and insights to drive decisions
Demonstrated success building capabilities and operating models
Process optimization experience
Operational risk management and controls experience
Mail life cycle and document storage management experience
Experience in strategy to execution
US military experience through military service or a military spouse/domestic partner
Must not require visa sponsorship or immigration support now or in the future

Benefits

Comp & perks

Relocation assistance
Cash payment under the Long Term Incentive Plan for Executive level roles, time- and performance-based
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education assistance