AVP (Executive), Bank Contact Center IVR & Tools

Why USAA?

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 AVP, Bank Contact Center IVR & Tools, you will be responsible for leading a digital/technology team focused on defining, managing and delivering technology member experiences and capabilities across the Line of Business and Enterprise Digital ecosystem: all platforms and related software programs pertaining to the IVR, MSR desktop tools, call routing, chat/social platforms, and other contact center tools. Plans, organizes, and controls the day-to-day digital/technology delivery activities, collaborates with cross-functional stakeholders and partners, and coordinates activities in a secure, stable, yet nimble environment, commensurate with the best interest of members and employees. Responsible for translating business priorities into digital/technology strategy and solutions by collaborating with senior leaders and internal stakeholders in enterprise digital/technology, communications and line of business product with the end goal of deploying innovative solutions. Responsible for contributing to the Digital/Technology Strategy and successfully executing on the strategy, goals and yearly Key Performance Indicators (KPI’s) and Key Risk Indicators (KRI’s). Effectively maintains, builds and delivers improved member experiences through well-defined digital journeys using voice of member feedback, member satisfactions scores (MSAT) and data.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Accountable for defining and socializing a data and insights-driven strategic line of business digital /technology capabilities and experience roadmap.

• Partners with and influences key stakeholders, including Enterprise Digital and IT, to drive the line of business digital/technology strategy and roadmap.

• Collaborates closely with the line of business Sales & Service and Analytics teams to produce required channel activity reporting and properly monitors expected/planned activity.

• Responsible for keeping abreast of industry trends and provides insights and translates and implements action plans resulting from findings.

• Leads a digital/technology team focused on defining and delivering innovative digital capabilities and experiences across line of business digital/technology platforms and channels in support of evolving member and business needs.

• Drives the performance and reliability of the strategy and roadmap, ensuring all key performance & risk indicators and objectives & key results are within expectations.

• Partners with Product GMs and other business stakeholders to identify and respond to changing business and/or member needs and subsequently translate into digital/technology action plans.

• Accountable for ensuring operational risk controls are in place in accordance with company or regulatory standards and policies.

• Builds and manages a high performing team of analytical digital/technology professionals through recruiting, training, coaching, performance management, and related managerial activities.

• 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 related digital/technology product experience in product acquisition, deepening and servicing experience in a digital/technology environment developing strategies, managing major initiatives and delivering results within a complex matrix environment.

• 6 years of people leadership experience in building, managing and/or developing high performing teams.

• Demonstrated knowledge of Technology/Digital products and/or emerging technology platforms, applications and standards.

• Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization’s risk management framework, governance, standards, capabilities and risk strategy across all lines of business.

• Experience working with Agile delivery/development organizations.

• Demonstrated ability to think strategically and execute both strategic and tactical digital efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy.

• Solid business and technology acumen combined with strong digital, and customer experience foundations.

• Outstanding people management abilities, creates and sustains environment to succeed.

• Proven leadership and ability to influence at all levels of management as well as operate as effective change agent to achieve strategic goals).

• Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders.

• Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.

• Executive level business acumen in the areas of business operations, industry practices and emerging trends.

What sets you apart:

• Design, develop, implement, and maintain IVR applications and systems to meet business requirements.

• Configure and customize IVR platforms to enable seamless call flows and interactive voice prompts.

• Develop and maintain IVR scripts, menus, and prompts, ensuring they are up to date with business processes and customer needs.

• Collaborate with stakeholders (business analysts, developers, etc.) to gather requirements and create functional specifications for IVR solutions.

• Translate complex business requirements into efficient IVR call flows and prompts.

• Focus on creating engaging and intuitive user experiences for customers and associates using IVA/IVR technologies.

• Develop and execute comprehensive migration strategies for transitioning from legacy IVR systems to modern platforms.

• Experience with tools and processes for migrating IVR flows to platforms like Amazon Connect and Amazon Lex.

• Experience with implementing AI solutions in IVR, MSR desktop tools, quality monitoring, data analytics

• Collaborate with teams to assess needs, develop proofs of concept, and deploy tailored migration plans.

• Design, implement, maintain, and monitor MSR desktop applications and systems to create optimal processes that focus efficiency, ease of use, and accuracy.

• Identify optimal processes for guided workflows to reduce cycle time and improve accuracy and compliance.

• Experience working with technology tools: Cisco, Microsoft, Genesys, AWS, NICE CX One

• 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.

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.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.