Digital Claims Persona and Content Product Mgr – Sr level at USAA
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Digital Claims Persona and Content Product Mgr – Sr level

Job ID
Date posted

Purpose of Job

We are seeking a talented senior level candidate with Digital Program/Project Management experience specifically in Persona and Content product management. This position has the option of working remotely in the continental U.S. with occasional travel to convene with team members at least 4 times per year OR can be worked on a hybrid basis from our corporate office in San Antonio, TX or one of our regional offices located in Charlotte, NC, Phoenix, AZ, Tampa, FL, Plano, TX or Colorado Springs, CO.

Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers’ (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.

About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Job Requirements

  • Identifies and manages existing and emerging risks that stem from business activities and the job role.

  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.   

  • Follows written risk and compliance policies, standards, and procedures for business activities.

  • Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.

  • Translates Digital or Technology product and experience opportunities (customer “needs” and “wants” as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.

  • Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).

  • Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.

  • Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.

  • Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.

  • Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.

  • Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.

  • Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.

  • Begins to bring in “big picture” thinking and seeks to drive clarity among team and stakeholders.

  • Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.

  • Serves as a resource to team members and assists with on-boarding new employees.

Minimum Education:

  • Bachelor’s Degree OR 4 years of related experience in addition to the minimum years of experience required in lieu of degree (Total of 10 years without degree)

Minimum Experience:

  • 6+ years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing

  • Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership

  • Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment

  • Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods

  • Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods

Preferred Education/Experience:

  • Knowledgeable about linguistic norms of speech, writing, and the fundamentals of conversation, e.g. cooperative principle, turn-taking, cognitive load, pragmatics, prosody

  • Execute on messaging, voice, chatbot and conversational AI by managing dialogue and design experiences across channels

  • Demonstrated knowledge of HCD, UX and Design principles, methods and skills, lifecycle and activities, technologies and disciplines

  • Able to share conversational design examples demonstrating HCD/UX approach to problem and value definition, storytelling, systems thinking, and execution

  • Experienced with presenting a digital claims team's vision and providing consultation to senior leaders while also partnering with peers in a highly matrixed environment

  • P&C industry experience

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.

Compensation: USAA has an effective method 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 skill is: $97,200 - $175,000*

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

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. 

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.   

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

Relocation assistance is notavailable for this position.

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.