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Experience Owner Lead - Credit Cards

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Job ID R0059523 Date posted 04/07/2021

Purpose of Job

We are currently seeking a talented Experience Owner Lead for the San Antonio Home Office, Colorado Springs Campus, Phoenix Campus, Plano Legacy, Tampa Campus, Tampa Crosstown or 100% Work from Home Environment.

Responsible for creating and executing cross-channel experiences and/or Business Deliverables. Understands the business performance of the experience and its financial impact on the business. Responsible for the risk, controls and mitigation strategies for experiences through consistent use and application of existing frameworks and follows documented risk and compliance policies and procedures for all business activities. Identifies and manages existing and emerging risks that stem from business activities and ensures these risks are effectively identified, measured, monitored and controlled.

Job Requirements

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.

USAA Careers – World Class Benefits (31 seconds)

Tasks:

  • Responsible for financial, regulatory, and operational risk management related to the experience, prioritizing closing any gaps or findings. 

  • Leads and manages experience life cycle from conception to release, iteration and maintenance, while maintaining and prioritizing a backlog of experience, risk and process improvements to ensure delivery to experience expectations. 

  • Leverages human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.

  • Drives and influences key stakeholders towards a unified experience that serves Members’, Employees and business needs, aligned to strategic outcomes in compliance with applicable regulatory requirements. 

  • Establishes and monitors Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensure correct data and instrumentation for the experience and related processes; uses data to improve experiences.

  • Leads Agile management rhythms across the experience taxonomy to drive cohesive decision-making and action.

  • Partners with process owners to ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification and measurement of metrics for success and adherence to applicable regulatory guidelines.

  • Identifies and manages existing and emerging CoSA and business process risks across all activities and ensures these risks are effectively measured, monitored and controlled. 

  • Understands acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.

  • Understands primary regulations commonly applicable to regulated products and services.

Minimum Experience:

  • Bachelor’s Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.

  • 8 years of relevant experience in product development, marketing, strategy, digital, process, or user experience design OR Master's Degree and 6 years of relevant experience in product development, marketing, strategy, digital, process or user experience design.  

When you apply for this position, you will be required to answer some initial questions.  This will take approximately 5 minutes.  Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Preferred Experience:

  • 4+ years of financial services experience in Credit Card servicing / operations with deep knowledge of Credit Card products, servicing transactions, systems, and member interactions (digital, telephone, IVR, and mobile). 

  • 2+ years of experience with regulatory compliance, policies / procedures and issue management processes to include partnering with Legal, Compliance, and Risk Management Business Partners. 

  • 2+ year of experience in creating and maintaining Risk Control Self Assessments (RCSA); designing, implementing and monitoring risk-based controls within a regulatory environment; and navigating effective challenge from risk management functions

  • Ability to manage product / experience delivery road maps, derive / apply analytical insights to drive optimization and member experiences. 

  • SAFe Agile methodology experience writing features and stories. 

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 position. The salary range for this position is: $97,200.00 - $175,000.00* ( this does not include geographic differential it may be applied based on your work location)

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 not available for this position.

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.

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