VP, End - to - end Service And Operational Insights

VP, End To End Service And Operational Insights

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service, and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty, and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated VP, End To End Service And Operational Insights, you will be accountable for establishing and leading the comprehensive, end-to-end analytics for omni-channel service experiences across all lines of business. Drives insights to improve member service and innovation on all platforms, aligning with business strategy, objectives, and member needs. Provides leadership in establishing and delivering key metrics and operational insights to enhance member experiences. Collaborates across the association to develop, integrate, and execute member strategies using data and analytics to achieve results.

We offer a flexible work environment that requires an individual to be in the office four days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Charlotte, NC, Chesapeake, VA, or Tampa, FL. Relocation assistance is available for this position.

What You'll Do

1. Oversees the complete analytics lifecycle across all service channels, ensuring comprehensive data collection, analysis, and reporting to drive continuous improvement.
2. Develops and delivers clear, concise insights highlighting delivery gaps, friction points, and key quality assurance metrics to improve service performance.
3. Monitors and analyzes quantitative and qualitative service performance metrics across the organization, identifying trends and areas for improvement.
4. Surfaces top member pain points and opportunities to improve complaint and escalation experiences, providing a critical feedback loop to relevant stakeholders.
5. Partners with the Line Of Business (LoB) leaders to integrate operational data with member satisfaction data, creating a holistic view of the member experience.
6. Ensures servicing standards are measurable and tracked in operational reporting, providing insights on performance and adherence.
7. Provides operational friction insights to inform digital design and optimization efforts with the goal of reducing member pain points.
8. Promotes transparency by making operational performance data visible and actionable across the organization, connecting frontline execution with member outcomes.
9. Monitors operational data to anticipate systemic risks, escalating early warning signals to relevant leaders to proactively address potential issues.
10. Develops and maintains dashboards to monitor adherence to service standards and operational efficiency, providing real-time visibility into performance.
11. 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.
12. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What You Have

• Bachelor's Degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 10 years of progressive leadership experience in defining and implementing data analytics strategy to improve customer experiences, with a proven track record of driving significant improvements in business outcomes.
• 8 years of people leadership experience in building, managing and/or developing high-performing teams.
• Extensive experience leading transformational initiatives impacting multiple businesses and/or platforms.
• Significant experience in leveraging data and analytics to drive customer/member experience improvements, including proficiency in using web analytics, customer feedback, and research tools.
• Deep understanding of emerging technologies such as AI, personalization, and cloud computing.
• Strong technical acumen with demonstrated experience partnering in cross-functional collaboration with teams to deliver short-term and long-term strategies.
• Exceptional communication and stakeholder management skills, with the ability to influence at the executive level and lead change across complex organizations.

What Sets You Apart

• Operational experience
• Experience leading operational and measuring in operations
• US military experience through military service or a military spouse/domestic partner

Salary: The salary range for this position is: $224,250-$403,650.

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 data of the position. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.