USAA: Life Insurance – Member Experience And Transformation Executive

Purpose of Job** This role could sit in our San Antonio Home Office, any of our regional hubs, or remotely with 25-50% travel.

**The Life Insurance Member Experience and Transformation Executive is accountable for leading strategic and operational efforts for Life Company Member Advocacy/Complaints, Competitive Intelligence, Contact Center Management, Sales Consultants, and Training through monitoring and measuring the effectiveness of operational management practices.

Accountable for leading and achieving the development and implementation of an overall Life Co (Life Company) member experience strategy for Life Co Omnichannel to ensure the continued evolution of best-in-class member experience across distribution channels (physical, virtual, digital, phone) utilizing member feedback data analytics, competitive intelligence, and partnering with service and quality teams.

Job RequirementsIdentify and manage existing and emerging risks that stem from business activities and the job role.Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.Follow written risk and compliance policies and procedures for business activities.Understands latest industry trends and member expectations to implement digital solutions and tools to enable a digital-first organization.Monitors changes in the regulatory environments, competitive-industry trends and provides support, guidance, and communicates findings to the wider business.Provides oversight for the Life Co Complaints Management process by owning the execution of Resolve My Complaint risk management framework, policies and procedures, and regulatory requirements.Develop and execute the Life Co Complaints operating strategies, Life Co member experience cross-channel strategic roadmap, policies, and procedures aimed at achieving operational effectiveness, efficiency, and compliance all while adhering to applicable Life Co regulatory requirements.Develop multiyear technology and digital roadmap and portfolio to ensure continued evolution of complaint servicing.Facilitates the execution of process improvements, member service improvements, technology transformation initiatives and priorities that align with the Life Co business strategy; Ensure system enhancements are aligned with the needs of operations.Validates accurate complaint data reporting/analysis and responsible for presenting value based interpretation to the Life Co President, Board of Directors, senior executives, CEO, Executive Council and senior management on member trends, reputational risks, action plans and resolution.Oversees the timely and accurate responses, resolutions and tracking of consumer and regulatory complaints.Accountable for implementing industry proven methods to drive accurate call center forecasting and staffing plans.Drives Life Co learning and development initiatives as well as advice practices to support employee base to serve members most effectively and efficiently.Accountable for implementing industry proven methods to drive accurate call center forecasting and staffing plans.

Required:Bachelors degree is required OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.10 years of experience with Insurance or Banking products and services, operations, risk and regulatory compliance requirements.10 years of progressive member advocacy, member satisfaction or complaint resolution and experience developing strategies, managing major process/operational initiatives, and delivering results to optimize the customer/member experience through the use of data and analytics.8 or more years of people leadership experience in building, managing and/or developing high-performing teams required.8 years leading critical work related to developing or evolving Risk Governance Frameworks or Compliance Management Framework under a heightened regulatory environment.Extensive knowledge, understanding and application of risk management and compliance framework andguidelines.Experience providing trends/solutions for digital and contact center technologies, improvements & innovations.Demonstrated ability to effectively leverage internal and external data and research to understand trends shaping member expectations and leveraging the insights to enhance employee and member experiences.Demonstrated ability to influence leaders across multiple disciplines and executive levels.Demonstrated accomplishments leading widespread digital and operational transformations in a $100B / $10B+ financial services organization.

Preferred:10 years of experience in a major Life Insurance company.

Compensation:USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive.

You are paid within the salary range based on your experience and market position.

The salary range for this position is $178,700 $321,800.Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

Benefits:At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.

These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.

Additionally, our career path planning and continuing education assists employees with their professional goals.

Please click on the link below for more details.USAA Total Rewards