USAA Application – Executive, Omnichannel Performance and Transformation



Oversees Omnichannel transformational change efforts, integrating data-driven sales and service insights with employee feedback to create innovative solutions that deepen Member relationships. Responsible for development, oversight, and direction of large, complex, cross-functional initiatives that align to business strategy including the Moments that Matter. Accountable to the horizontal transformation of Member Journeys which are the cornerstone of the Bank Member Service Strategy. Responsible for Omnichannel sales and service performance, ensuring effective metrics, scorecards, analytics, targets, governance, risk identification and compliance are in place to monitor channel performance.

Ensures the effective collection and integration of employee feedback into transformational process improvement efforts across the Bank. Builds integration across individual initiatives and process improvement efforts to ensure we are designing end-to-end solutions consistent with strategic and operational plans, compliance, and risk management.

The Opportunity

  • Identify and manage existing and emerging risks that stem from business activities and the job role
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled
  • Follow written risk and compliance policies, standards, and procedures for business activities
  • Make strategic decisions that influence operational and financial performance
  • Accountable for implementing programs that monitor and measure risk and compliance
  • Develop and oversee large key initiatives and serve as an integration point to support complex Bank or Enterprise-wide initiatives; accelerate the strategic execution of key cross-functional workstreams
  • Ensure an end-to-end strategy is in place to incorporate employee feedback as a key element of our process improvement efforts and target state design.
  • Build partnerships and accountability across a wide range of capabilities (Labs, Digital, Product, Operations) to drive change and adopt new ideas
  • Drive integration, collaboration, escalation paths, and transparency to help senior leadership understand our progress and ensure we are leveraging our full set of capabilities to deliver the best experience for our members
  • Develop and implement Performance Metrics, Scorecards, & Analytics (tools, techniques, scorecards, metrics) and advise/teach leaders on using data to run the business
  • Responsible to ensure effective oversight, governance, risk identification, and compliance in place to monitor channel performance
  • Oversee the implementation of key performance measures, core competencies and core values into sales and service performance strategy
  • Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities

Minimum Education

  • 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

Minimum Experience

  • 10 years of progressive experience focused on managing large-scale banking initiatives/projects, managing strategic programs, and delivering results within a highly regulated environment
  • 5 years of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment
  • 6 years of people leadership experience in building, managing and/or developing high-performing teams is required
  • Proven ability to lead innovation efforts from conception through roll-out/execution and on-going support, ensuring tight alignment to strategy
  • Executive-level experience with human-centered design and large-scale systems design and development
  • Highly effective at building partnerships and influencing key decisions at a senior stakeholder level; proven ability to present information and build relationships with other executive management stakeholders
  • In-depth knowledge required of financial industry laws, rules, and regulations as well as regulatory guidance on processes, programs, and operations


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: $157,000 – $282,600

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan:

Cash payment for Executives only representing a cash payment which is both time and performance based


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.

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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.

Job Details:

Company: USAA

Job Type: Full Time

Job Location: San Antonio, TX

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