VP, Membership Experiences (Authenication)

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 VP, Membership Experience, you will lead the association vision and execution for authentication, Join experiences, onboarding, and member profile lifecycle management. Ensures a secure, seamless, and member-first experience across all channels, while driving scalable governance, data stewardship, and compliance. Through cross-functional teamwork and data-driven insights, develop strategy, optimizes performance, and leads a high-performing team to deliver long-term member engagement and organizational impact.

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 or Charlotte, NC. Relocation assistance is available for this position.

What you'll do:

• Defines and lead the association-wide vision and strategy for authentication, Join, onboarding, and member profile lifecycle management, ensuring a seamless, secure, and member-first experience across all channels. Anticipates downstream friction and design scalable, compliant pathways that support long-term member engagement, aligning with overall organizational goals.

• Establishes and champions association-wide KPIs and success metrics for onboarding and profile management, using data-driven insights to influence strategic priorities and drive continuous improvement across the organization. Anticipates and shapes future trends in digital authentication, onboarding, and member data management, proactively influencing association strategy and innovation roadmaps.

• Designs and governs consistent Join experiences and eligibility pathways, ensuring transparency, compliance, and alignment across products, systems, and LOB/functions. Ensure the experience integrates seamlessly into product flows and eligibility rules are applied consistently and efficiently.

• Designs scalable governance models adaptable to diverse products and channels, ensuring a consistent and compliant member experience.

• Owns the end-to-end authentication experience strategy, including setup, access, recovery, and security, ensuring alignment with member profile and onboarding flows.

• Serves as product owner for the onboarding experience, setting the strategic roadmap and guardrails for welcome communications, profile build-out, activation milestones, and compliance-aligned eligibility flows.

• Owns and governs the member profile lifecycle and data domain, including data requirements, tagging, updates, retention, compliance, and usability across systems and business lines.

• Collaborates cross-functionally with CTO, CCPAO, onboarding, and analytics leaders to align infrastructure, messaging, execution, and performance monitoring of onboarding and authentication strategies.

• Leads insight-to-action initiatives by leveraging analytics, experimentation, and member feedback to optimize onboarding and authentication experiences, reduce friction, and increase adoption at scale.

• Oversees association readiness for system and tool changes impacting onboarding and authentication, while shaping acquisition funnel strategies and ensuring alignment with risk, compliance, and regulatory frameworks.

• Builds and oversees a team of professionals through recruiting, development, coaching, and performance management.

• 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 years of progressive leadership experience in digital product management, member/customer onboarding, authentication and access management, or related fields.

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

• Proven experience leading company-wide strategy for digital authentication, or onboarding in a highly regulated industry (e.g., financial services, insurance, healthcare).

• Demonstrated success in data governance and lifecycle management, including experience with member/customer data platforms, tagging strategies, and compliance frameworks.

• Demonstrated experience in cross-functional collaboration, with experience influencing technology, analytics, communications, and operations teams.

• Track record of using analytics and experimentation to drive insight-to-action improvements in digital experiences and customer/member engagement.

• Experience managing large-scale transformation initiatives, including system/tool implementations and acquisition funnel optimization.

What sets you apart:

• Experience in Bank or P&C industry

• Experience leading highly accomplished executives

• Authentication experience

• Experienced Executive building strong performing teams in a highly matrixed organization

• Proven Sales and Services experience a plus

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

Salary: The salary range for this position is: $224,250-403,650.

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.