Executive Director, Member Insight- Research Consulting

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 Executive Director, Member Insights, you will lead a team accountable for producing insights that identify or solve highly complex and high value business problems.

This leader will Identify and address business problems or opportunities by leveraging research and analytics pertaining to member composition, loyalty and satisfaction, market size, and consumer sentiment. Responsible for the day-to-day execution of engagements and the quality of all end products.

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, Plano, TX, OR Charlotte, NC. Relocation assistance is available for this position.

What you'll do:

• Accountable for execution and delivery of results from member satisfaction, Brand Opinion and Awareness, retention survey, and taker/non-taker survey programs

• Accountable for delivery of monthly reporting for member satisfaction, Voice of the Member/Top 10 Pain Points, Reputation and Brand Tracking for BOD/CEO scorecards and business operations

• Accountable for planning for annual and monthly targets and goals for Net Promoter, Satisfaction, Brand Opinion and Awareness metrics

• Oversees department directors; providing guidance in process development, project prioritization and training on communication of insights that inspire action.

• Responsible for continuous improvement of the core business processes.

• Leading and enabling process execution, planning, managing, and developing process activities.

• Responsible for identifying data and process gaps and delivery of business and technical requirements as inputs to M&MI planning

• Builds and manages high performing teams of analytical and business professionals through recruiting, training, coaching, performance management, and related managerial activities.

• Maintain analytical talent pipeline and vendor relationships to maintain agility and efficiency in delivery of services to internal clients.

• 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 or more years of progressive related experience developing strategies, managing major initiatives and delivering results within a complex matrix environment required.

• 4 or more years of people leadership experience in building, managing and/or developing high-performing teams required.

• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals required.

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

What sets you apart:

• Prior experience at a large Consulting Firm

• Financial Services experience

• US military experience through military service or a military spouse/domestic partner

Salary: The salary range for this position is: $147,750-$265,950.

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.