Teams at USAA

Leads enterprise-wide member, consumer, marketplace, and competitor research across quantitative, qualitative, and voice-of-member channels. Directs research strategy, governance, methodologies, insights reporting, budgets, vendors, and executive presentations. Builds and manages a high-performing research team, translates business objectives into actionable recommendations, oversees research infrastructure initiatives, and ensures compliance with risk policies. Partners cross-functionally to influence strategic decisions and improve member-centric business outcomes.

Owns the design, governance, execution, and continuous improvement of business processes supporting USAA’s Perks program. Responsibilities include managing operational and compliance controls, coordinating executive planning, developing KPI dashboards and reporting, leading process improvement initiatives, gathering requirements, mitigating risks, and advising stakeholders. The role also drives business cases, operating models, audit readiness, and continuous improvement while mentoring team members and ensuring alignment with enterprise strategy and regulatory requirements.

Advise commercial clients on risk management and insurance program design across multiple carriers. Analyze coverage needs, negotiate with underwriters, manage renewals, endorsements, policy servicing, and remarkets. Own assigned accounts through the policy lifecycle, perform account reviews, identify cross-sell and retention opportunities, document interactions in CRM, and ensure compliance with risk and underwriting guidelines.