Bank Business Process Consultant Senior (Bank IVA and Chat)

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

This role serves as a strategic advisor, applying advanced knowledge of bank processes, products, and Agile methodologies to identify, design, and implement impactful business process and API-driven solutions. You will collaborate closely with internal clients, development teams, and stakeholders to drive significant business outcomes, enhance customer experience, and modernize our API infrastructure.

This consultant will translate business strategy into actionable plans, manage the backlog for process and API initiatives, and ensure the efficient and effective delivery of solutions that align with risk management frameworks and regulatory requirements, all while fostering a culture of continuous improvement and learning.

Key Responsibilities:

• Strategic Vision & API Modernization: Work closely with business leaders and teams to understand strategic goals and translate them into clear visions for business process improvements and API modernization initiatives. This includes defining product/value stream direction, ensuring alignment with key stakeholders, and championing the strategic use and evolution of our API infrastructure.

• Process & API Backlog Management: Own and manage the backlog of work for both business process improvements and API development/modernization initiatives. This involves grooming user stories, prioritizing efforts to derive business outcomes, defining clear acceptance criteria based on business requirements and customer needs, and optimizing the flow of value through Agile teams.

• Stakeholder Engagement & Technical Collaboration: Act as the "voice of the end-user" and a key liaison between business stakeholders and technical teams (including development and API infrastructure teams). Effectively communicate vision and strategy, ensuring business needs are met and fostering a collaborative environment for delivering quality solutions. Actively engage with development stakeholders to clarify requirements, provide feedback on work-in-progress, and remove technical impediments.

• Technical Understanding & API Lifecycle Management: Bring a working knowledge of API infrastructure, including its technical lifecycle, to inform process design and solution development. Collaborate with technical teams to understand the implications of API modernizations and ensure they align with business objectives.

• Risk Management & Compliance: Proactively identify, assess, and manage existing and emerging risks associated with business activities, process changes, and API implementations. Ensure risks are effectively measured, monitored, and controlled in accordance with the bank's risk and compliance policies, standards, and procedures. Apply a holistic understanding of risk and regulatory compliance to all process and API designs.

• Data-Driven Decision Making & Solution Delivery: Utilize a data-driven approach to decision-making, problem-solving, and impediment removal, including allocating funds and developing and tracking Objectives and Key Results (OKRs) that drive business success and product value. This includes setting up monitoring and reporting mechanisms for API performance and business process effectiveness.

• Solution Design & Execution: Lead the execution of highly complex projects focused on business process enhancements, API modernizations, and related solutions. This includes planning, coordinating activities, and overseeing the development of effective improvements that drive the efficient operation of the bank, utilizing Agile principles and methodologies.

• Change Management & Communication: Develop and implement communication and change management plans for customers and internal stakeholders to ensure awareness and adoption of new processes or system/API changes. Ensure alignment between all parties through proactive engagement strategies.

• Continuous Improvement & Learning: Establish and foster a culture of transparency, learning, and continuous improvement within teams. Seek opportunities for testing, learning, and optimizing processes and team performance, making recommendations for enhancement to leadership.

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, Plano, TX or Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Engages with key stakeholders to implement sustainable strategic solutions.

• Develops business process enhancements for the Bank that aligns business deliverables, bank strategy and risk management framework.

• Leads planning and execution efforts and coordinates activities for highly complex projects.     

• Applies a holistic understanding of risk and regulatory compliance to manage risks by using established methodologies, including Agile principles, and exercising control plans to ensure alignment with bank specific goals and process requirements.

• Provides consultation to influence and ensure process is designed to address risk across all activities.

• Reviews and develops communication and change management plans for customers and internal stakeholders to drive awareness on current processes and/or changes.  

• 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, identifying opportunities to influence customer and business process activities and inform key stakeholders.

• 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.

• 6 years of experience in business process consulting, process design and/or program/project management.

• Advanced knowledge of bank products and processes.

• Experience in implementing and sustaining change/improvements.

• Experience in applying quality management, process improvement, and leveraging process improvement tools and methodologies.

• Experience in applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.

• Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.

• Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes.

What sets you apart:

• Working technical knowledge of API infrastructure and the Agile lifecycle.

• Knowledge of multiple technical software delivery methodologies (e.g., Agile, Waterfall, SAFe) with a demonstrated ability to apply these to deliver business and technical solutions.

• Advanced experience analyzing business requirements, process flows, and use cases to identify opportunities to streamline business processes and optimize API usage in accordance with risk management frameworks and regulatory requirements.

• Advanced knowledge and demonstrated use of Process Engineering methodologies and Agile principles.

• Working knowledge of applicable banking, regulatory, and compliance policies, including applicable laws, rules, and regulations.

• Demonstrated experience in implementing and sustaining change/improvements, particularly in technical or process-heavy environments.

• Ability to communicate complex concepts and negotiate with others to adopt a different point of view, particularly when discussing technical solutions and process changes.

Compensation range: The salary range for this position is: $103,450 - $197,730.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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. The actual salary for this role may vary by location.

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.

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.