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Experience Owner Lead

Company: USAA
Location: Garland
Posted on: March 25, 2020

Job Description:

Purpose of JobWe are currently seeking a talented Experience Owner Lead for the San Antonio Home Office II/III, Plano or Remote.

USAA is a family of companies that provides insurance, banking, investments, retirement products and advice to more than 13 million current and former members of the U.S. military and their families. We have become known for our legendary commitment to our members, and are consistently recognized for outstanding service, employee wellness and financial strength.

The Retail Bank Deposits team sits in the USAA Federal Savings Bank, and is a team of Experience Owners and/or Product Managers responsible for delivering cross-channel experiences and/or business deliverables. Reporting to Pypper Namikas, we are looking for an Experience Owner Lead focused on payments to external billers. Reporting to Kiyanna Garland, we are looking for an Experience Owner Lead focused on person to person payments.


The Experience Owner Lead is directly accountable to lead, guide, and support the development the strategy for their experience. Their responsibilities include
creating the roadmap for business-need outcomes for members and employees
empowering stakeholders to turn member/business needs into experiences
risk, controls and mitigation strategies through consistency of documenting risk, compliance policies, and procedures for all business activities.
managing and supporting risk mitigation for existing and emerging risks that stem from business activities and ensures these risks are effectively identified, measured, monitored and controlled.
accountability for building relationships with suppliers and ensuring all expectations are met through consistent review of agreed upon metrics and service level objectives.

Both roles will work collaboratively with internal partners such as list Risk Management, Legal, Information Technology, Operations and External Vendors to manage for successful execution
Understands the business performance of the portfolio of experiences and their financial impact on the businessJob RequirementsTasks:

  • Uses human-centered design to shepherd the end-to-end ownership and management of experiences, processes and/or business deliverables to members and/or employees.
    • Aligns focus of stakeholders towards a unified experience that serves Members , Employees and business needs.
      • Leads and manages experience life cycle from conception to release, iteration and maintenance, driving the right portfolio for the experience while prioritizing work in backlogs to ensure delivery to experience expectations.
        • Accountable for financial, regulatory, and operational risk management related to the experience, prioritizing closing any gaps or findings.
          • 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 up and down the experience taxonomy to drive cohesive decision-making and action.
              • Mentors other Experience Owners in delivering towards USAA s experience-driven mission.
                • Leads projects with marketing to ensure proper campaigns for experience intents and product targets.Minimum Education
                  • Bachelor s Degree
                  • 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.Minimum Work Experience
                    • 8 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design, OR Master's Degree and 6 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design
                    • Experience leveraging data to make business decisions*Qualifications may warrant placement in a different job level*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 able to change your responses.Preferred Qualifications
                      • 3+ Years experience with Banking Payments products, risk management, laws and regulations
                      • 2+ Years experience in delivering product improvements using Agile methodology
                      • Experience with Zelle or other person-to-person (P2P) payment products and/or products used to pay external billers
                      • Experience working with major contracts/suppliers
                      • Proven ability to formulate product strategy and an execution planThe 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.At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.Relocation assistance is not available for this position.For Internal Candidates:Must complete 12 months in current position (from date of hire or date of placement) or must have manager s approval prior to posting.Last day for internal candidates to apply to the opening is 3/24/20 by 11:59 pm CST time. Associated topics: analysis, bi, consult, financial analyst, forecasting, guidance, investment banking, law, market, strategy

Keywords: USAA, Garland , Experience Owner Lead, Other , Garland, Texas

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