USAA

Business Operations

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy
• Ensures alignment with customer and appropriate roadmap(s)
• Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes
• Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the business unit and/or horizontally across the enterprise
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are in alignment with overall strategy
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives
• Provides mentorship and guidance support for team and applicable business partners
• Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Business Process Owner – Lead

Learning and Development

• partner with business leaders and Learning Performance Consultants to gather and validate learning requirements
• performs analyses, designs, and develops learning curriculum to improve performance of USAA employees
• assess the learning outcomes that need to be developed
• understand the performance expectations and gaps
• assists in deriving the appropriate learning solution
• develops and implements strategic design initiatives and learning experiences that advance business goals
• ensures alignment with L&D objectives, business strategy, and our USAA mission
• collaborate with cross-functional teams while acting as liaison between the Design team and stakeholders to ensure timely delivery and adherence to project goals
• completes peer to peer reviews to ensure consistency, quality, and appropriate use of course content guidelines
• develops tools and processes to measure effectiveness of curriculum solutions and learner performance
• develops and maintains strong relationships with third-party vendors as main point of contact for content management
• synthesizes analyses, identifies root causes, and provides recommendations that influence business solutions
• serves as a mentor and coach to peers and team members for assigned area of responsibility

Senior Instructional Designer – Property Claims

Analyst

• Leverages advanced business, analytical and technical knowledge to participate or lead discussions with cross functional teams to understand and collaborate highly complex business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with significant impact to current and/or future business strategy.
• Applies innovative and 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 various levels of management.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Identifies and gathers 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).
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Succinctly delivers analysis/findings in a manner that conveys understanding, influences various levels of management, garners support for recommendations, drives business decisions, and influences business strategy.
• Provides subject matter expertise in operationalizing recommendations.
• Remains informed on current data and analytics trends, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data).
• 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).

Senior Decision Science Analyst – Member Value

Technical Product Manager

• Leads the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members
• Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings
• Designs and drives implementation of multi-platform technology and digital solutions
• Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs)
• Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market
• Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments for Digital and Technology products of complex and significant scope (portfolio level or enterprise reach)
• Ensures strategic alignment across the product and its stakeholders, suppliers, and customers
• Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance
• Leads team and stakeholders to envision, define, and translate Digital or Technology product and experience opportunities (customer 'needs' and 'wants' as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy
• Drives, quantifies, and defends Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences
• Continuously leverages expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; shares best practices with team members
• Guides team to generate meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements; follows through to ensure applicable improvements are implemented
• Sets the standard for preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior leadership, and facilitates Digital or Technology product definition, concept and collaboration sessions to coordinate discovery, development, delivery, and validation activities, as well as to mitigate risks and dependencies
• Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products
• Actively manages ambiguity, influences others to bring in 'big picture' thinking and drives clarity, solutions, and execution plan among team and stakeholders
• Maintains and applies expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management
• Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Digital Product Manager Lead

Director

• Responsible for development of digital first products supporting the needs and risks of USAA Members
• Leads development and launch of new innovative product offerings as well as auxiliary/enhanced features/services for existing products
• Responsible for maintaining thorough level of knowledge of business and underwriting performance for products in scope (e.g.trends, results, etc.)
• Responsible for post-launch monitoring, maintenance and underwriting of 'new in market' products based on product performance, member needs and competitive changes in the market including but not limited to product rules, rates, and forms
• Develops recommendations to launch new products and the evaluation and decision to buy/build or ally for individual product(s)
• Generates creative product and coverage solutions for member needs to ensure a dynamic product development pipeline exists
• Conducts complex analysis of internal and external data and member information to support formulation of product strategy and enhance competitive intelligence
• Develops and communicates the new product value proposition for individual products
• Ensures sales support is delivered to all distribution channels (e.g., com, mobile, contact center) so that the new product is properly positioned to members
• Leads the analysis and evaluation of new product performance metrics to make changes to offerings, if necessary, prior to full launch
• Coordinates with relevant control partners (to include Legal, Compliance, and Risk Management) to ensure product offerings are designed and implemented in compliance with all applicable laws and regulations
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Product Development Director – P&C Auto

Engineer

• Partner with cross-functional teams in the application of process engineering principles to design and/or optimize business processes
• Responsible for executing the Business Process Management (BPM) strategy
• Executes process improvement projects that improve member and employee experiences
• Identifies and manages existing and emerging risks stemming from business activities
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled

Process Engineer – Mid-Level

Attorney

• Develops and defines business scope for enhancement projects
• Independently builds and/or deploys highly complex business rules/configuration changes to all test/prod environments
• Designs and maintains rules and transformations for tools supported
• Mentors and provides oversight to others on tools and techniques of build/deploy processes and business process impacts
• Leads large scale implementations and projects that impact managed tools
• Leads cross functional teams to improve, synchronize, and integrate process controls and automation
• Configures and manages application to facilitate business user needs
• Analyzes and designs complex specifications for team member execution
• Viewed as a subject matter expert regarding process controls, application usage and user requirements
• Anticipates quality issues and takes proactive action to ensure their resolution
• Acts as a liaison and influences the development and support teams in aligning projects to release environments and resolving conflicts
• Maintains the Business Rules Repository and the enforcement of data governance requirements for all rule data housed within the application
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Lead Business Rules Analyst

Data Analyst

• Supports the execution, maintenance, and enhancement of analytical models
• Conducts advanced quantitative analysis utilizing internal and external data
• Builds risk management frameworks to identify and mitigate risk
• Develops and maintains comprehensive risk reporting for management oversight
• Conducts research to challenge credit, product, and risk proposals
• Ensures effective identification, measurement, monitoring, and control of risks

Credit Risk Analytics Manager I

Call Center Representative

• Attracts, selects, and develops a Digital or Technology Product Management team
• Manages day to day activities of the Digital or Technology product management team
• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or vertical market
• Sets new Digital or Technology product strategies and leads team to define product strategy for a product portfolio, product line or group
• Oversees the development, analysis, and alignment of product strategy and roadmaps
• Applies product management expertise in state-of-the-art digital and technology domains
• Improves the business outcomes by injecting strategic and innovative thinking in product and service solutions
• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility
• Collaborates with and influences senior leaders and other stakeholders to ensure successful product strategies and product/feature launches
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled

Director, Digital Product Management – Bank Contact Center Tools

Financial Planning and Analysis

• Leads, develops, and motivates the team to provide advanced analytics and insights around key business drivers
• Anticipates opportunities to tackle the most complex and/or unique business problems, providing proactive financial solutions with holistic and forward-looking perspectives to enable better decision making by senior management
• Consistently interacts with senior management becoming their trusted advisor on all financial issues
• Makes recommendations to solve short-term, as well as strategic financial business problems
• Teaches and mentors others about complex financial processes, business drivers and systems ensuring information sharing and knowledge transfer
• Reviews analysts work and assist management in assigning tasks and managing workflow
• Leads initiatives to develop an integrated enterprise planning process from multiple companies and/or staff agency processes and technologies
• Directs analyses and guides the development, enhancement, and implementation of critical processes, programs, and technologies
• Anticipates opportunities and potential solutions, leads cross-functional teams through the problem resolution process, and advises senior management on issues
• Acquires and applies expert knowledge of the business, its products and processes
• Performs complex and often unique work assignments and problem resolution across multiple systems, functions, or processes
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Lead Financial Analyst – P&C

Operations

• Monitor and improve team performance through reporting and adherence to MSR metrics.
• Guide teams on claims processes and systems, including familiarity with Guidewire, Claims Center.
• Proactively identify opportunities to improve operational effectiveness, member experiences and processes.
• Create conditions for success by removing obstacles and leading change.
• Manage workload volumes, staffing, training needs, and implement appropriate solutions.
• Ongoing monitoring of work to ensure consistent execution of processes.
• Handle escalations and make decisions based on policy.
• Facilitate and guide employees through skill identification and developing for career progression.
• Support projects by serving as a subject matter expert.
• Hire, develop, and coach claims employees for results delivery.

Manager, Claims Operations

• 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.

Intermediate Decision Science Analyst – Claims Analytics

Producer

• Serves as primary point of contact for Association business partners and stakeholders to define the business and design requirements for moderately complex to complex projects
• Evaluates, plans, and organizes work and resources for the execution of design solutions from concept to production release, accountable for meeting quality targets and achieving program and project milestones within established timeframes and budget
• Oversees team meetings, rituals, and activities to keep project efforts on track and creates communications that provide insight on progress against key project deliverables, milestones, and metrics
• Monitors projects for issues or documented risk and oversees risk management by using established project management processes that address execution challenges associated with quality, schedule and costs
• Facilitates the removal of obstacles and impediments to the design team and facilitates the resolution of design issues through an understanding of business and design objectives
• Facilitates the alignment of stakeholders across projects, teams, and functions by identifying and responding to stakeholder needs and guides approvals with cross-functional partners and stakeholders
• Manages design research efforts and contributes to the creation of design solutions by generating ideas and creating design artifacts informed by advanced knowledge in human-centered design process and methodologies
• Oversees multiple design solutions through appropriate quality and compliance controls and check points and contributes to the development or continuous improvement of design processes, procedures, standards and guidelines to optimize organizational performance in the delivery of business value to members and employees
• Serves as a mentor to peers and oversees the efforts of team members
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Senior Design Producer

• Serves as a strategic partner by understanding business and technical models, processes, challenges, and performance metrics so that design efforts balance achieving end user goals with the goals of design's stakeholders.
• Champions the value of design and fosters a culture of empathy within the enterprise by building and maintaining trust-based relationships with executive and partner groups across the company.
• Oversees the facilitation of cross-organizational, cross-functional understanding of business problems and is accountable for delivering design solutions that achieve program and project objectives.
• Directs a creative review process to ensure coherency with design principles and the design language system through contribution and collaboration with the team.
• Actively participates in design leadership meetings and work efforts, helping set the vision for the design organization and helping the organization achieve its development goals.
• Provides thought leadership to deconstruct complex problems into clear and achievable solutions that increase the value of member, employee, and business outcomes.
• Builds and leads a team dedicated to design through recruiting, developing, retaining, coaching, guiding, performance management and managerial activities.
• Cultivates an environment and team culture aligned with the USAA mission and core values that motivates team members to perform to the best of their abilities, take pride in their work, be candid and direct in communication, and continually grow their skills.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Director, Design

Manager

• Put members first
• Change an entire association
• Drive the direction and outcome of major, complex and strategic cross-functional project initiatives
• Analyze and apply master expertise of waterfall and/or agile methodologies to lead the strategic development, operational planning, and budget management of business projects
• Serve in a capacity of extension of the executive sponsor to deliver transformation projects with significant impact
• Translate business strategy into an integrated program plan that influences and provides thoughtful leadership to individuals responsible for the end-to-end program life-cycle
• Negotiate trade-offs, ensuring timely execution, and successful implementation
• Deliver on strategic transformation effectiveness through proactive identification of highly complex issues resulting from unknown risks or misalignment of business goals
• Ensure strategies are efficiently implemented in alignment with business goals
• Manage systems design development, business requirements analysis and day to day processes utilizing agile/waterfall methodologies
• Present information to key executive business leaders and Board of Director's stakeholders
• Drive strategic outcomes through the successful execution of member or customer facing capabilities in a complex multi-channel, multi-product, integrated system environment