USAA

Analyst

• Aggregate complaint data across lines of business and non-product categories, analyze trends through Association-wide analytics, and 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, report on aggregated themes and member segments, and share 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
• Lead discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions
• Lead integration of the analytic strategy and business strategy
• Oversee 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 and 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

Business Strategy Analyst Lead – Complaint Insights

Data Analyst

• Responsible for the development and implementation of multiple Data and Analytics sub-functions within USAA Bank Data, Analytics & Modeling
• Lead the short-term and long-term strategy and vision of the assigned sub-functions in support of Bank Business Risk & Controls (BBRC) strategic risk programs
• Working with business partners and peers to set objectives across the different sub-functions that align with enterprise strategies
• Oversee and coordinate the strategy of subfunctions in the establishment and execution on the delivery of information and analytics platforms and solutions to the business' key stakeholders and cross-CoSA partners
• Responsible for successful end to end process of information management, analytics and delivery
• Ensures industry trends and best practices are evaluated and integrated into current process, technology, and development of strategic plans
• Provide thought leadership and system thinking to influence relevant data, information, and application architecture decisions
• Leads data reporting to identify reporting opportunities, analytics, and complex projects

Director, Business and Data Analytics

Marketing

• Directly manages individual contributors and/or people managers within a subfunctional team
• Performs workload management and prioritization duties in support of operations for the functional area assigned
• Demonstrates executive level thought leadership, strategy development, and operational planning
• Applies subject matter expert functional knowledge to lead subordinate workers in producing work deliverables in support of departmental initiatives
• Leads broad functional projects
• Develops functional policies, procedures and guidelines
• Identifies opportunities and facilitates major improvements to processes and systems
• Performs highly complex tasks under minimal supervision and has discretion to deviate from established procedures and guidelines
• Serves in an executive leadership capacity and has responsibility for performance management and professional development activities for subordinate workers
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

ED, Marketing

General Counsel

• Independently provides legal counsel to senior leadership to support business objectives and lead regulatory, compliance and litigation risk to USAA.
• Leads sophisticated legal assignments with a high level of business impact and delivers appropriate solutions.
• Effectively communicates with partners and varying levels of leadership in both verbal and written forms.
• Produces clear and concise legal positions involving highly complex issues.
• Proactively collaborates across USAA and Legal and Advisory Services to mitigate risk.
• Proactively monitors and analyzes changes in laws, regulations and industry and advises appropriate organizational leadership of such changes in a timely manner.
• Anticipates potential or future legal and operational issues that present a risk to the organization and proactively engages with others to identify potential solutions.
• Regularly provides guidance to more junior attorneys and serves as a resource to others in Legal and Advisory Services.
• Provides leadership through cross-functional projects that have a material impact to USAA.
• Effectively manages outside counsel to obtain legal advice.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Associate General Counsel – Insurance Counsel

• Researches, analyzes, interprets, and applies complex federal and state tax laws and regulations
• Proactively makes recommendations to management
• Prepares and/or reviews complex Federal and state income, sales, premium, and information tax returns
• Leads high-risk tax audit issues
• Calculates and/or reviews forecasted and actual financial statement current and deferred tax amounts
• Proactively communicates tax impacts on performance measures and variances
• Prepares and/or reviews tax-related deliverables related to stress testing and risk management
• Research and advise business leaders on potential impacts from new and changing tax laws
• Advises on tax strategies within the department and/or the business

Senior Tax Analyst

Vice President

• Leads the design and execution of the technology enablement strategy in alignment with business objectives and regulatory expectations.
• Provides leadership across technology risk, program management, governance, resiliency, and strategic support functions.
• Role models USAA’s mission, core values, and desired behaviors, including fostering a strong risk-aware culture.
• Builds and develops high-performing teams, including succession planning and leadership development.
• Drives operational effectiveness across enablement functions, including governance processes, planning routines, and execution disciplines.
• Holds self and others accountable for outcomes by establishing clear roles, responsibilities, and performance expectations.
• Promotes a culture of accountability, transparency, and continuous improvement.
• Identifies and manages risks arising from technology operations, strategic initiatives, and organizational activities.
• Ensures risks are effectively identified, measured, monitored, and controlled in accordance with enterprise risk appetite.
• Ensures adherence to risk management and compliance policies and procedures.
• Leads the Technology Risk Management function, including governance, risk assessments, issue management, control oversight, and remediation tracking.
• Partners with Information Security, Enterprise Risk, Compliance, and Internal Audit to ensure aligned and effective risk oversight.
• Drives continuous improvement of governance processes, risk reporting, and key risk indicators.
• Leads the Technology PMO, including portfolio governance, prioritization, resource alignment, and execution oversight.
• Ensures technology programs and investments align with strategic priorities, financial targets, and risk requirements.
• Advances delivery methodologies and governance practices to improve execution discipline and speed to value.
• Provides executive visibility into portfolio performance, risks, and outcomes.
• Ensures operating models and governance structures support scalability, agility, and performance.
• Owns the enterprise technology resiliency strategy, ensuring readiness to withstand, respond to, and recover from disruptions and major events.
• Accountable for business continuity, disaster recovery, crisis management, and operational resilience across technology services.
• Establishes and maintains resiliency frameworks, standards, and governance aligned to regulatory expectations and industry practices.
• Ensures resilience capabilities are embedded into technology architecture, platforms, and service delivery models.
• Oversees the development, maintenance, and testing of business continuity and disaster recovery plans.
• Leads enterprise resilience testing, including simulations and recovery exercises, to validate readiness and response effectiveness.
• Drives improvements in recovery capabilities, including recovery time and recovery point objectives.
• Provides executive-level reporting on resiliency posture, risks, and remediation efforts.
• Leads coordination of response and recovery efforts during major incidents, including executive communication and prioritization.
• Partners across Technology, Information Security, Risk, and business functions to ensure aligned resilience capabilities.
• Ensures compliance with regulatory expectations related to operational resilience and continuity.
• Oversees resilience requirements for critical third parties and vendors.
• Drives organizational preparedness through training, awareness, and readiness programs.
• Interacts with or participates in enterprise governance committees, such as: Enterprise Compliance and Operational Risk Committee, Information Technology and Information Security Committee, Enterprise Business Continuation Committee, Enterprise Third-Party Risk Committee, Shared Services New Activities Approval Committee, Risk Council.

SVP Technology Enablement

Call Center Representative

• Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome-based performance standards.
• Leads the design, implementation, and continuous refinement of an association-aligned, outcome-based Quality Management framework, including controls, governance, and calibration processes.
• Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
• Defines and evolves key performance metrics and outcome-based KPIs aligned to business objectives, member experience, and regulatory expectations.
• Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
• Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
• Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction.
• Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
• Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Executive Director, Quality Management

Data Scientist

• Leads a team of AML professionals responsible for advanced analytical solutions that include predictive analytics, machine learning, simulation, and optimization techniques to support AML and Sanctions programs
• Influences the creation and execution of operational and strategic plans by leveraging deep technical acumen and in-depth understanding of business processes
• Influences IT and other areas to build major improvements to analytical processes and systems
• Maintains relationships with academic and industry thought leaders to ensure access to cutting-edge thinking and technologies
• Responsible for defining and innovating machine learning capabilities that enable business to meet strategic goals
• Collaborates with key stakeholders to gather, analyze, and determine data and information requirements
• Responsible for the exploration of promising new technologies, analytical methods, and data sources that have potential to add value to the enterprise
• Accountable for solutions that influence decision makers and drive change
• Builds and leads a high performing team of experts in advanced analytics
• Strengthens data stewardship, manages information risk, and collaborates in division and enterprise data and analytics leadership forums

Executive Director, Data Scientist – AML Modeling, Analytics

Actuary

• coordinate, prepare, and perform actuarial analyses required to develop new products, project future results, reprice existing products, and/or determine financial strength
• performs routine work assignments utilizing actuarial modeling software driven models for pricing, valuation, and/or risk management
• responsible for data compilation and analytical support including entering data and tables, running models, and generating reports
• participates in developing recommendations for model adjustments and improvements, when appropriate
• resolves less complex issues independently and identifies appropriate issues for escalation
• leveraging established processes, preparing reports, identifies and resolves data and reporting problems
• responsible for maintaining proper price level, price structure, data availability, model, and other requirements to achieve profitability and competitive goals
• monitors critical experience areas and identifies unfavorable trends
• identifies sources of gain and loss by product and assumption
• tests impact of assumptions and the appropriate premiums, interest margins, reserves, and cash values for profitability and viability of new and existing products
• ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Life Actuarial Analyst

Learning and Development

• Proactively manages assigned claims caseload comprised of low complexity claims that require commensurate knowledge and understanding of claims coverage
• Partners with vendors and internal business partners to facilitate low complexity claims resolution
• May also involve external regulatory coordination to ensure appropriate documentation and compliance
• Investigates claim damages by conducting research from various sources, including the insured, third parties, and external resources
• May identify and resolve potential discrepancies and identifies subrogation potential resulting from unusual characteristics
• Identifies coverage concerns, reviews prior loss history, determines and creates Special Investigation Unit (SIU) referrals, when appropriate
• Determines coverage through analyzing information involving low complexity policy terms and contingences
• Determines and negotiates low complexity claims settlement
• Coordinates with management for guidance on assessing settlement amounts outside of authority limits to support managing claims outcomes
• Maintains accurate, thorough, and current claim file documentation throughout the claims process
• Applies fundamental knowledge of estimating technology platforms; utilizes platforms to prepare claims estimates to manage low complexity property insurance claims
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours
• May be assigned CAT deployment travel with minimal notice during designated CATs
• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Veteran Talent Development Program – Field Adjusters

• Leverages, applies and shares industry leading practices and analytical skills to identify risks and opportunities within the managed portfolio and translates results into strategic solutions with the delivery of credit risk strategies
• Leverages banking product knowledge and critical thinking skills to lead analyses, identify root causes, and develop clear and concise recommendations to drive credit risk strategy development and influence senior decision makers
• Leads and partners to deliver Bank credit risk strategies across lines of defense by effectively developing and improving complex analytical frameworks, analyzing data and processes, and clearly communicating insights/recommendations to key stakeholders and senior leadership
• Leads the analysis of internal and external scores/data for use in identifying first party fraud
• Leverages industry knowledge and competitive benchmarking to lead, inform, and influence credit strategy development
• Proactively Identifies the need for and leads development of advanced and nuanced quantitative analysis based upon internal and external data sources to bring structure and clarity to ambiguous and challenging problems
• Responsible for the development, management, and presentation of comprehensive risk and financial reporting in support of senior management and committee oversight of existing and emerging risks and escalates the quality and direction of credit performance to appropriate levels of management
• Leads the design and execution of complex financial risk sensitivity analysis
• Leads the creation and management of credit strategy infrastructure and ensures credit strategies are implemented as intended
• Applies expert programming and analytical techniques to analyze credit data
• Provides thought leadership, coaching, and mentoring to team members regarding analytics and risk management
• Collaborates with key stakeholders to guide & facilitate teams in the development and implementation of key initiatives
• Leads and coaches team to develop analytically derived insights and the lead to strategic plans with significant impact to business results
• Coaches and mentors other analysts and acts as a thought leader within the analyst community
• May have model ownership responsibilities and drive accountability for quantitative model requirement definition and/or implementation of advanced credit and/or financial modeling infrastructure
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Lead Bank Credit Risk Analyst – Retail Banking

Director

• Lead and develop a high-performing engineering team responsible for production ownership and delivery across a portfolio of Policy Modernization applications, including Guidewire xCenter integrations, Core Customer data platforms, partner-facing systems, and shared P&C engineering utilities.
• Ensure operational stability and availability of critical P&C technology systems by applying strong change and incident management practices.
• Develop and maintain metrics (KPIs, SLAs, KRIs) that reflect the health, pace, and quality of technology delivery for assigned capabilities.
• Create and execute a multi-year technology strategy for the assigned portfolio, with clear milestones, deliverables, and realization targets.
• Build trusted relationships with IT and business leaders across the P&C organization by understanding business needs, acting as a strategic advisor, and ensuring cost-effective delivery.
• Communicate complex technical decisions clearly to both technical and non-technical audiences, including senior and executive leaders.
• Oversee departmental budgets, forecasts, vendor relationships, service agreements, and distributed team resources.
• Identify and manage technology risks in accordance with enterprise risk and compliance policies.
• Stay current on industry trends in cloud, integration, and P&C insurance technology to ensure the team's environment can evolve at pace with the business.

IT Director – Policy Modernization Technology

Operations

• Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results
• Responsible for leading execution change management, claims strategies, leader development and technology adoption
• Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams
• Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams
• Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations
• Responsible for achievement of assigned goals, objectives and scorecard deliverables
• Plans, organizes, and controls the resources to deliver the appropriate claims service
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
• Provides guidance on technical matters, monitors claims reserves and extends settlement authority
• Responsible for service, loss control, and loss adjustment expense
• Identifies trends and develops action plans as appropriate
• Understands, researches, and works to influence the financial impact for their respective business area
• Inspires a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results
• Creates conditions for success removes obstacles, leads and champions change
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Director, Claims Operations – Field CAT Team

• Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement.
• Based on predetermined requirements, assesses, and grants or rejects mortgage applications.
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence.
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time.
• Responds to member and third-party phone calls to keep appropriate parties informed of loan status.
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled.
• Develops and maintains successful partnerships with Real Estate Agents.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Mortgage Loan Officer – Contact Center

• Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement
• Based on predetermined requirements, assesses, and grants or rejects mortgage applications
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time
• Responds to member and third-party phone calls to keep appropriate parties informed of loan status
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled
• Develops and maintains successful partnerships with Real Estate Agents
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures