USAA

1 week ago

Experience Owner Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Provide strategic leadership for Auto Physical Damage (APD) claims, optimizing end-to-end experience processes from estimating practices and repair cost accuracy to total loss valuation, title procurement, and salvage inventory management. Drive modernization by advancing digital capabilities and integrating AI/automation to improve accuracy, efficiency, and customer experience. Partner with repair facilities, internal leaders, and IT to define KPIs/KRIs, manage operational and regulatory risk, and improve performance through change management and control plans.

Location: San Antonio, Plano, Phoenix

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Measure, evaluate, visualize, and communicate experience performance, member interactions, and financial impact.
•Lead tactical and strategic actions related to product or business needs.
•Manage financial, regulatory, and operational risk for large/complex experiences, prioritizing closure of gaps or findings.
•Identify, prioritize, develop, and release IT work with IT, Design, third parties, and stakeholders to deliver value across experience(s).
•Develop and maintain KPIs and KRIs, improve experiences using data, and partner to ensure documentation, certification, control plans, and strategy execution through change management.

Pay and Benefits

Salary: USD 114,080 - 218,030

Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid LeaveWellness Stipend

Key Requirements

•Bachelor's degree, or 4 years of related experience substituted in lieu of the degree.
•8 years of experience in customer experience/strategy/process/analytics/digital/user experience design or marketing (or an advanced degree with 6 years of relevant experience).
•Experience applying best practices for a voice-of-the-customer program, including selecting listening posts by channel and touchpoint type.
•Experience identifying KPIs to measure before and after changes to determine improvement and unintended consequences.
•Demonstrated ability to lead with influence and apply process improvement/critical thinking to identify and evaluate feasible opportunities.

Experience:ClaimsAuto insuranceCustomer experienceProcess improvementDigital

Education:Bachelor's

Skills:Lead with influenceMentorshipCritical thinkingRisk managementHuman-centered design

Certifications:I-CAR

Tech Stack:CCCAIAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA

Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: San Antonio, United States

Founded: 1922

Website LinkedIn

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USAA

1 week ago

Experience Owner Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: San Antonio, Plano, Phoenix

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Measure, evaluate, visualize, and communicate experience performance, member interactions, and financial impact.
•Lead tactical and strategic actions related to product or business needs.
•Manage financial, regulatory, and operational risk for large/complex experiences, prioritizing closure of gaps or findings.
•Identify, prioritize, develop, and release IT work with IT, Design, third parties, and stakeholders to deliver value across experience(s).
•Develop and maintain KPIs and KRIs, improve experiences using data, and partner to ensure documentation, certification, control plans, and strategy execution through change management.

Pay and Benefits

Salary: USD 114,080 - 218,030

Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid LeaveWellness Stipend

Key Requirements

•Bachelor's degree, or 4 years of related experience substituted in lieu of the degree.
•8 years of experience in customer experience/strategy/process/analytics/digital/user experience design or marketing (or an advanced degree with 6 years of relevant experience).
•Experience applying best practices for a voice-of-the-customer program, including selecting listening posts by channel and touchpoint type.
•Experience identifying KPIs to measure before and after changes to determine improvement and unintended consequences.
•Demonstrated ability to lead with influence and apply process improvement/critical thinking to identify and evaluate feasible opportunities.

Experience:ClaimsAuto insuranceCustomer experienceProcess improvementDigital

Education:Bachelor's

Skills:Lead with influenceMentorshipCritical thinkingRisk managementHuman-centered design

Certifications:I-CAR

Tech Stack:CCCAIAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: San Antonio, United States

Founded: 1922

Website LinkedIn