Director, Member Experience Intelligence and Observability

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 Director, Member Experience Intelligence and Observability, you will provide strategic and operational leadership for the experience intelligence team tasked with developing the foundational capabilities needed to enable insights for USAA’s member experiences.

As the program continues to progress across all five pilot experiences, the need for a senior leader to unify and direct these efforts has become critical. The director will be responsible to build, mentor, and develop the team. They will guide the team through the forming, storming, norming, and performing phases - creating clear roles, shared goals, and a culture of accountability, innovation, and collaboration. They will also be responsible for partnering with the various functional areas, and also with architecture, engineering, operations, product, and data and analytics teams.

Directs, plans, and organizes activities of professional and administrative staff engaged in providing information technology services. Provides for technical leadership in the plan, design, development, testing, implementation, or maintenance of business solutions. Provides high level consultation and influence on technical solutions, including emerging technologies. Leads and directs change management, process improvement, or technical support initiatives cross-departmentally and within assigned unit. Chips in to and accomplishes long- and short-term strategic direction. Advises senior management and provides input to aid in decision making.

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, Phoenix, AZ, Colorado Springs, CO Or Charlotte, NC. Relocation assistance is not available for this position.

What you'll do :

Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively handle risks.

Builds and coordinates a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

Leads all aspects of efforts in establishing documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards across teams.

Accountable for the identification, research, and analysis of end to end business, processes, and technology support opportunities.

Develops and leads all aspects of metrics for technology support capabilities and / or processes (critical metrics, KRIs, etc.).

Creates a multi-year plan to operationalize a technology support strategy, with key breakthroughs, results, and realization targets.

Leads all aspects of the creation and execution of departmental budgets and forecasts for applicable technology support function.

Supervises the availability management of technology solutions / domains by applying strong change and incident management practices.

Works across multiple functional areas and influences future business strategy to be able to best apply available technology support functions as well as future ones.

Stays abreast of industry trends and understands the direction of applicable technology support capabilities and ensures technology environment is agile enough to change quickly to support.

Builds successful partner collaborations IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology support services to meet those needs.

Participates in the development of 3rd Party vendors strategy and provides oversight to ensure achievement of technology support objectives

May provide oversight of vendor management activities including service agreements, staff augmentation and technology contracts.

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.

8 years of experience in a technology function to include 3 years leadership experience, demonstrated in either a supervisor or individual contributor role, of IT Professionals in a Software Development / Engineering or Infrastructure environment.

Experience overseeing the technology life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.

Technical knowledge and understanding of technical domains that reside within Infrastructure Services, Data or Application Development.

Experience conducting cost benefit analyses and using results to drive technology support solutions.

Demonstrated thought leadership in embedding intuitive story telling of technology support functions including concise presentation of complex technical details.

Previous experience leading multiple tasks and responsibilities in high-pressure environments; excelling at pinpointing and resolving problems in early stages to avoid cost / time expenses.

Experience and ability to drive a culture of quality and personal accountability through technology support teams.

Demonstrated experience in vendor contract management and management of distributed development teams and resources.

Demonstrated financial acumen involving budgets, forecasting, and completing the budgets for applicable technology support function.

Advanced facilitation, collaboration and consensus building skills, with experience in addressing cross-functional teams and Senior / Executive leaders.

Experience in inspiring, leading, and defining vision, strategy and organizational change.

Demonstrated experience in explaining complex technology decisions to both technical and nontechnical audiences at all levels in the organization.

Demonstrated ability to influence change at the executive level and team level.

Understanding of relevant industry frameworks, i.e. COBIT, ITIL, SAFe, etc.

Understanding of Legislative and Regulatory Compliance Requirements.

What sets you apart :

Data Analysis & Analytics : The core function of the team is to develop insights, which requires a strong understanding of data analysis techniques and tools.

Customer Journey Mapping : Crucial for visualizing member experiences and identifying struggles, the director needs expertise in journey mapping methodologies and tools.

Journey Analytics : Measuring and analyzing customer journeys is key to optimizing experiences. The director must be proficient in journey analytics tools and techniques.

Telemetry : Understanding how to collect, transmit, analyze, and apply telemetry data is critical. This includes real-time monitoring and signal processing.

6 Observability : Gaining insights into system behavior and performance is critical for proactive problem-solving. The director needs a deep understanding of observability principles and practices.

Compensation range : The salary range for this position is : $143,320.00 - $273,930.00 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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. The actual salary for this role may vary by location.

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.

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.