USAA

Director

• As a strategic partner, leads or collaborates with other analytical leaders in executing the strategic direction of the business using mathematical and statistical techniques and/or innovative/quantitative analytical approaches.
• Develops team reputation as highly skilled experts in the area of decision science support.
• Oversees and coordinates analytical tasks which include the evaluation of the business problem, analytical methodology, validation, documentation and presentation of findings and recommendations.
• Monitors, understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Identifies additional resource needs ranging from IT investments, 3rd party support or additional analysts and provides business rationale and justification for additional needs.
• Understands the business direction, environment and strategies, to set the analytic direction and creates strategy to execute the approach that will influence business and drive change.
• Leads the effort and/or partners with analytics teams to build USAA core analytics capabilities and processes.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Assigns and or Serves as a mentor for mathematical skills and statistical techniques and guides teams to use the appropriate approaches, to drive fact-based decision-making.
• Maintains and innovates knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.
• Researches and pursues the latest and/or industry leading practices in data and analytics, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data) to advance the overall DSA community knowledge.
• Identifies opportunities to continue to learn in the data and analytics space, whether informal (E.g., Coursera, Udemy, Kaggle, Code Up, etc.) or formal (E.g. Certifications or advanced coursework).
• Works with IT/CTO partners to advance new data and platforms that correspond to evolving skill sets.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Director, Decision Science Analytics

Analyst

• Leverages intermediate business, analytical and technical knowledge to participate in discussions with cross functional teams to understand and collaborate on business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with impact to current and/or future business strategy.
• Applies scientific/quantitative analytical approaches to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change.
• Translates recommendation into communication materials to effectively present to colleagues for peer review and senior/lead analysts.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Supports identifying and gathering the relevant and quality data sources required to fully answer and address the problem for the recommended strategy through testing or exploratory data analysis (EDA).
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Delivers analysis/findings in a manner that conveys understanding, influences up to mid level management, garners support for recommendations, drives business decisions, and influences business strategy.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Decision Science Analyst II – Data and Analytics

General Counsel

• Independently provides legal counsel to senior leadership to support business objectives and manage regulatory, compliance and litigation risk to USAA.
• Leads complex legal assignments with a high level of business impact and delivers appropriate solutions.
• Effectively communicates with stakeholders 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 the Chief Legal Office 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 the Chief Legal Office.
• 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 – Enterprise Litigation

Architect

• Provides direction and guidance on the business architecture and monitors implemented strategic plans and progress towards strategic goals.
• Supports Senior Strategy Officer and Line of Business Senior Executives with leveraging insights to inform strategic choices definition, fact-based prioritization analyses, and business opportunity assessments.
• Executes business architecture approaches to facilitate business strategy.
• Translation/decomposition/deconstruction and visualize for the alignment of the organizational spans and layers (i.e., strategy blueprints) with business executives.
• Contributes to the design of and facilitates current and target state assessments to inform and visualize internal business capability maturity needs and prioritization over the strategic horizon (i.e., capability-based planning).
• Applies and utilizes business modeling methods to ensure a consistent and complete business knowledgebase and blueprints for planning, portfolio, and executive decision-making and analysis.
• Serves as a conduit within the business, across business lines, and extended architecture community (enterprise, technical, process, and information) in the alignment of subsequent strategies, plans, and business architecture artifacts.
• Facilitates, negotiates, and represents business' interests in the maturation and investment in business architecture.
• Facilitates the creation and alignment of the business architecture framework, governing principles, and best practices.
• Contributes to the development of the business architecture metamodel and supporting tool suite, and alignment to other architecture domain metamodels and frameworks.
• Stays updated on industry trends and best practices related to business architecture.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Business Architect – Property & Casualty PMO

Call Center Representative

• Leads large-scale P&C Insurance Sales & Service licensed member contact department(s) in an office and virtual environment to drive overall member experience for USAA.
• Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard.
• Plans and operates across both internal and Third-Party contact center agencies.
• Develops and leads the implementation of contact center operational strategy, plans, and processes which improve, optimize, and enable channel performance delivery while ensuring regulatory compliance.
• Demonstrates financial acumen through in-depth knowledge of insurance financial performance metrics.
• Manages and optimizes region budgets, headcount and expense allocation in partnership with finance and planning partners.
• Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences.
• Creates and maintains an optimal environment and culture that encourages open lines of communication.
• Ensures the attainment of key contact center metrics including but not limited to MSI, average speed of answer, occupancy, shrinkage, average handle time, member satisfaction and capacity.
• Accountable for regional financial performance, including revenue growth, controllable expenses, and productivity within a regulated, high-volume contact center environment.
• Partners, collaborates, and influences internal and external partners and key stakeholders on the delivery of critical operational initiatives and business strategies to ensure roadblocks for developing, implementing, and/or executing programs are eliminated.
• Implements strong process controls with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence.
• Maintains strong knowledge and understanding of Property & Casualty industry trends, drivers, and regulatory changes and requirements that may impact current and future strategic direction by leveraging data, industry insights and experience to drive product growth and retention.
• Coordinates with experience and product management partners for implementation of technology modernizations and portfolio health in assigned region.
• Leads teams and individuals through business transformation and change management efforts.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

AVP, Insurance Sales and Service – Contact Center

Sales

• Leading a digital/technology team focused on defining, managing and delivering digital/technology member experiences
• Collaborating with cross-functional stakeholders and partners
• Translating business priorities into digital/technology strategy and solutions
• Building and managing a high performing team of analytical digital/technology professionals

AVP, Digital Sales

Security Engineer

• Serve as a key advisor responsible for recognizing and reporting Information Technology (IT) and Information Security (IS) strategic and aggregate risks
• Advance the Enterprise Risk Management function for aggregation, quantification, and qualification of risks
• Set direction for risk management programs within IT/IS and lead all aspects of the delivery of those programs
• Provide risk management and governance leadership, operational direction and operational oversight of Information Security, Business Continuity, Data Center Security, AI and Corporate Investigations domains
• Establish a best-in-class Risk Management framework for the Enterprise Security Group (ESG)
• Ensure comprehensive oversight and management of risks across the full risk taxonomy
• Responsible for the aggregation and reporting of risks to senior leadership
• Assess and influence business decisions and direction
• Contribute to the long-term strategy of risk systems' adaptation and integration
• Ensure effective and appropriate policies, procedures, and controls are in place supporting all risk processes, systems, strategies and implementations
• Establish trust and rapport with senior business leaders across the enterprise
• Actively engage line of business leaders to address all risks consistent with policy
• Partner with senior risk executives in managing risk appetite
• Influence and set strategy for advancement of risk management framework
• Provide advice to key business partners on risk and reward assessments

IT Security Risk Management & Governance Executive – SSDLC Risk

Business Operations

• Plan, direct and coordinate activities for moderately complex and complex processes
• Understand the process operating objectives, business rules, performance requirements, risks, and controls
• Support alignment of process to overall experience strategy and vision
• Develops, sustains, and manages defined business processes
• Plans and coordinates the overall health of processes by developing control limits, monitoring key performance indicators
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks
• Develops communication plans for customers and internal stakeholders
• Utilizes reporting, data, and analytics to measure process and project performance
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives

Business Process Owner I – Member Digital Communications

Attorney

• Lead and be accountable for auto, and other claims operations member service employees.
• Develop engaged employees through regular coaching and feedback.
• Complete process improvements and lead organizational process changes.
• Drive execution of operational risk management and regulatory compliance training.
• Monitor work to ensure consistent execution of processes and adherence to guidelines.
• Handle escalations and make decisions based on the policy.
• Hire, develop, and coach claims employees for results delivery.

Manager, Claims Operations – Auto Injury Attorney Repped

Business Analyst

• contribute to the Property and Casualty (P&C) State and National Product Teams
• collaborate with pricing, underwriting, sales and other stakeholders to complete product-specific assignments
• complete financial and member impact analyses to influence decisions to profitability grow Auto, Homeowners, and Renters for assigned state(s) or National Product teams
• monitor, analyze and interpret data to evaluate profitability, competitiveness, and sales performance
• use analytical and technical knowledge to identify and develop actionable plans to address local market and national business challenges
• develop understanding of laws and regulatory environments for assigned states

P&C Product Management Analyst Intern

Vice President

• Defines and implements Association-level Advice standards and governance protocols, ensuring consistency and alignment across all LoBs and functional areas
• Develops and manages the digital Advice product lifecycle, including roadmap creation, prioritization, and execution with cross-functional teams
• Responsible for facilitating the Advice operating model, coordinating central hub responsibilities and collaborating with distributed 'spoke' teams (Lines of Business)
• Manages the integrated Advice experience, incorporating LoB inputs and ensuring cohesive delivery across digital and human-assisted channels
• Drives innovative Advice distribution strategies, leveraging personalization technologies (e.g. PEGA, FinFeed), and creative channels such as email, podcasts, social influencers
• Collaborates with LoB leaders to align product-specific Advice with association standards and complements non-product guidance, ensuring a holistic member journey
• Champions adoption of advanced digital capabilities, including Generative AI, to enhance advice delivery
• Foster a culture of continuous improvement, using performance measures (KPIs), member insights, and performance analytics to optimize Advice delivery and strengthen member financial resilience
• Provides executive oversight for governance processes and ensures seamless integration of Next Best Action strategies ensuring cross-channel consistency and real-time data synchronization
• Develops and maintains comprehensive member journey maps, integrating both non-product Advice (e.g., budgeting tools) and product-related guidance tailored to key member life events
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

AVP, Advice – Member Value

Strategy

• Drives the development and coordination of components within the overarching Corporate Real Estate strategy
• Works with executive management to establish strategic and operational framework that enables short and long-term business goals and key results
• Drives the alignment of business processes and frameworks with the Association's strategy
• Partners with senior-level leaders across functions and channels to develop near- and long-term visions and roadmaps
• Works with business leaders to handle the transition from strategy to execution
• Is responsible for the integration of change management plans, project documentation, and strategies for large, complex business-specific initiatives that often impact the organization and/or Association
• Identifies strengths and weaknesses to evaluate operational efficiency by establishing best practices and management routines to address gaps
• Guides team members as they perform research and analysis
• Supports Company and Function executive leadership by leading the design, coordination, and governance of the annual strategic planning and operational planning processes
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Business Strategy and Planning Director – Corporate Real Estate, Workplace Services

Affiliate Manager

• establish strategic partnerships and maintains effective relationships as a primary liaison between Corporate Real Estate and assigned business unit(s)
• provides critical organizational level analyses, consultative mentorship, and expertise in facilitating and resolving sophisticated business problems related to Real Estate, Workplace, and Employee Services
• leads development of effective and appropriate solutions to drive business unit success
• accountable for providing thought leadership to drive real estate portfolio strategy solutions
• collaborates and consults with key Association business partners in HR, Technology, and Finance to integrate strategic real estate solutions with financial and operational planning

Corporate Real Estate Partner, Lead

Manager

• manage complex litigation arising out of the auto contracts in compliance with state laws and regulations
• create strategy for defense or settlement
• evaluate, negotiate, and collaborate with defense counsel to secure appropriate resolution
• deliver a concierge level of best-in-class member service through setting appropriate expectations, proactive communications, advice and empathy
• manage litigation involving BI or Property cases
• clearly document litigation strategy, budget, investigation, negotiation, settlement, and trial decisions
• represent USAA at mediations, case conferences, and/or trials
• audit and approve legal fees and expenses
• partner and/or direct law firm vendors to facilitate timely lawsuit resolution
• provide recommendations that influence litigation and business solutions
• assist team members in reviewing, formulating, and documenting litigation plans

Senior Claims Litigation Manager

Operations

• Manage and be accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results
• Lead execution change management, claims strategies, leader development and technology adoption
• Drive execution of operational risk management, regulatory compliance training, policies, and procedures across multiple teams
• Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions in auto, property, and other claims operations
• Consistently coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations
• Be responsible for achievement of assigned goals, objectives, and scorecard deliverables
• Plan, organize, and control the resources to deliver the appropriate claims service
• Be accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
• Provide guidance on technical matters, monitors claims reserves and extends settlement authority
• Identify trends and develop action plans as appropriate
• Inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results