Job Description

Purpose of Job

We are currently seeking a talented Experience Owner LeadCredit Card Rewards Servicing for one of the following locations: San Antonio TX Home Office, Plano Campus or 100% Remote Work Environment.

This individual will lead all of the reporting, monitoring and balancing across the platforms that support the rewards ecosystem, and will develop a deep understanding of each of the individual rewards experiences (enroll, earn and redeem) to serve as their back up and become a successor for those roles.

The Credit Card Rewards Servicing Experience is a First Line of defense Risk owner for the Bank and is directly accountable to lead, guide, and support the development the strategy for their experience. Accountable for building relationships with suppliers and ensuring all expectations are met through consistent review of agreed upon metrics and service level objectives. This individual will establish key performance indicators, key risk indicators, leading and lagging metrics, develop and review data files for accuracy and compliance, build automated solutions to improve efficiency and provide the analytics behind executive and regulator presentations. This individual will also be the team lead to manage organizational requests for data (including audits, risk assessments, compliance exams, etc) and work across the Rewards team to streamline process risk control efforts and gaps. They will also lean in heavily on issue management work including complaints management, QA, process defects and member harm resolution/remediation. This individual needs to be highly analytical with an attention to detail, be able to synthesize massive amounts of data and hone in what is critical, be familiar and comfortable with data in many formats and be able to translate and balance file interpretation and details across many platforms, and simplify complex root cause and data explanations into talking points that those not close to the data can understand no geek speak. It is critical that this individual be comfortable and flexible with shifting priorities and working across a matrixed internal organization and various third party partners to ensure data accuracy and timely completion of tasks. Relationship building, creative problem solving, persistence, grit and the consistent quest to simplify, standardize and automate will make this individual successful. The Rewards team is a hard driving team who puts the member and organization above any personal ambition. We pull together at all times, cover for each other, invest in the development of our colleagues and actually have fun together.

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

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.

In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For, and we've ranked among Victory Media's Top 10 Military Friendly Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.

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* 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:

* Bachelors Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree (12 years of experience in lieu of a degree).
* 8 years of relevant experience in product development, marketing, strategy, digital, process, or user experience design OR a Master's Degree and 6 years of relevant experience in product development, marketing, strategy, digital, process or user experience design.

Preferred Experience:

* Experience with banking/financial regulations (Bank regulation compliance experience)
* Experience working through compliance and risk frameworks and building preventative and detective monitoring, and data analysis for issue identification and resolution
* Experience securing and balancing data across a variety of internal and third party platforms, and working with third party management and relationship owners
* Strong analytical skills and risk management expertise and demonstrated ability to drive business value
* Strong leadership skills and demonstrated ability to set and translate strategy and vision into execution
* Experience planning project scope by estimating the duration of activities, resources required, developing project schedules, defining risks and dependencies, and coordinating with project team members
* Ability to influence and drive change management through adoption and sustainability
* Demonstrated success facilitating across multiple areas (business, operations, technology, business partners) to drive critical change initiatives
* Advanced degree and/or Certification/Designation

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.

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 NOTavailable for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have managers approval prior to posting.

Last day for internal candidates to apply to the opening is 3/15/21 by 11:59 pm CST time.