Business Strategy Analyst Lead - Complaint Insights

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking a dedicated Business Strategy Analyst Lead – Complaint Insights.

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

What you'll do:

As Business Strategy Analyst Lead- Complaint Insights you will be focused on:

Analysis and Reporting: Aggregate complaint data across lines of business and non-product categories, analyze trends through Association-wide analytics, and report findings out to demonstrate effective complaint management and early detection of risks. Develop early warning system for systematic complaints, conducting root cause and trend analysis with real-time feedback loops, reporting on aggregated themes and member segments, and sharing the narrative of the data Complaints Program Office.

Strategy and Requirements: Formulate association-wide approaches to enhance complaint handling processes. Collaborate with lines of business analytics and IT teams for alignment on complaint data strategies and requirements. Develop standardized complaint analysis across the association to establish and improve on a quality diagnostic framework.

You will utilize quantitative and qualitative analysis to provide thought-leadership on evolving industry trends, market developments, USAA's strategic direction, regulatory environment, and macroeconomic trends for the business unit. You will provide insights and information-based context for key stakeholders in the business unit to effectively manage, influence, and impact line of business strategy.

• Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions. Leads integration of the analytic strategy and business strategy.
• Oversees efforts to identify key business assumptions and hypotheses around line of business strategy. Continuously refines hypotheses and identifies business questions to explore further.
• Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort.
• Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
• Applies expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals.
• Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
• Serves as a team lead and provides guidance and on-the-job training to team members.
• 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 in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting.
• Experience identifying business needs and developing strategic plans driven by qualitative/quantitative analysis and market insights.
• Experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics.
• Experience influencing business decisions.
• Strong analytical skills with experience using hypotheses-driven problem solving.
• Extensive experience leading and performing complex data analysis using various data analytics tools (i.e.Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics).

What sets you apart:

• Experience conducting complaint data analysis and/or root-cause analytics
• Experience collaborating with executive leadership and presenting complex information to senior level stakeholders, including recommending decisions based on analysis
• Excellent communication, presentation, and interpersonal skills with a proven ability to effectively communicate complex information to diverse audiences
• Experience across multiple lines of business and/or multiple areas within them (Bank, P&C, Life, etc.)

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 range: The salary range for this position is: $127,310-243,340.

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.