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Experience Owner Lead - Member Communications

Company: USAA
Location: Norfolk
Posted on: August 15, 2019

Job Description:

Purpose of Job Responsible for creating and executing Member and/or Business Deliverable experiences. Develops strategies, creates and manages the feature roadmap, and executes the best possible experiences while balancing business needs. This is an individual contributor role requiring effective coordination across multiple teams and disciplines in the organization. Job Requirements * Uses human-centered design to shepherd the end-to-end ownership and management of experiences, processes and/or business deliverables to members and/or employees.
* Aligns focus of stakeholders towards a unified experience that serves Members', Employees and business needs.
* Leads and manages experience life cycle from conception to release, iteration and maintenance, driving the right portfolio for the experience while prioritizing work in backlogs to ensure delivery to experience expectations.
* Accountable for financial, regulatory, and operational risk management related to the experience, prioritizing closing any gaps or findings.
* Establishes and monitors Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensure correct data and instrumentation for the experience and related processes; uses data to improve experiences.
* Leads Agile management rhythms up and down the experience taxonomy to drive cohesive decision-making and action.
* Mentors other Experience Owners in delivering towards USAA's experience-driven mission.
* Leads projects with marketing to ensure proper campaigns for experience intents and product targets. Minimum Education * Bachelor's Degree
* 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
* Qualifications may warrant placement in a different job level* When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not able to change your responses. Minimum Work Experience * 8 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design, OR
* Master's Degree and 6 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design
* Experience leveraging data to make business decisions Preferred Experience * Master's Degree in Business Administration or related field
* Tech-Savvy professional with a background in understanding communication tends, IT, and innovation
* CPCU designation
* Lean Six Sigma certification
* P&C experience
* Demonstrated ability to drive results through team leadership, product ownership, process engineering, or similar experiences
* Process engineering and/or Agile experience
* Experience driving product or feature innovation with design-led thinking, preferably with digital, mobile, or voice experiences
* Demonstrated ability in influencing (speaking in front of large audiences), to include senior leaders Skills and Knowledge You Will Bring * A focus on strategic value delivery for members and employees, and outcomes over outputs
* Ability to effectively influence others to make decisions and execute work
* An analytical mindset and dedication to using data to drive decision-making
* Passion for continuous improvement
* Excellent written/verbal communication and presentation skills for a variety of audiences: executives, businesspeople, developers, and process engineers The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals. Relocation assistance to San Antonio, TX is available for this position. For Internal Candidates: Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting. Last day for internal candidates to apply to the opening is 08/14/19 by 11:59 pm CST time.

Keywords: USAA, Norfolk , Experience Owner Lead - Member Communications, Other , Norfolk, Virginia

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