Experience Design Advisor Senior

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

Exceptional member experiences don't happen by accident. They happen when curious, driven people refuse to accept unnecessary complexity and are committed to making things better. That's the purpose of our Member Friction Program.

As an Experience Design Advisor Senior, you'll help lead efforts to identify and reduce the most significant friction points affecting members across the bank. Working across products, channels, and business functions, you'll combine data, member insights, process analysis, and stakeholder engagement to understand what's creating friction and influence solutions that simplify the member experience. You'll be expected to think strategically, dig deep into root causes, and translate insights into actions that improve outcomes for both members and the business.

We're looking for someone who is naturally curious, highly motivated, and passionate about advocating for the member. Someone who isn't satisfied with treating symptoms when there's an opportunity to solve the real problem. You'll thrive in this role if you enjoy bringing people together around a shared goal, influencing decisions through facts and insights, and turning complex challenges into simple, meaningful improvements. This is an opportunity to work on highly visible Bank priorities, build relationships across the bank, and help shape experiences that make banking easier for the members we serve.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four] days per week.

What you'll do:

• Leverage advanced business knowledge (products, processes, etc.) and expert level subject matter knowledge to lead the collaboration with stakeholders and cross-functional teams in the development and implementation of key initiatives.

• Understand team dynamics, promote the development of team relationships, and build processes that facilitate productive teamwork.

• Direct analyses or investigations into understanding root causes for complex and often unique or undefined business problems or issues; synthesizing and interpreting large quantities of information.

• Plan and lead brainstorming sessions and planning workshops to optimize solutions for end-user needs.

• Apply principles of user-centered design towards creating visual artifacts and representations of strategic intent; influences the direction and application of principles applied.

• Propose creative design alternatives to project challenges.

• Develop communication materials, reports, or presentations that clearly define the business case and drive business decisions; communicate strategic vision and project deliverables to key stakeholders across the Enterprise.

• Identify, research and assess capabilities and industry best practices for Financial Services and other customer focused industries to ensure USAA meets and exceeds member service expectations.

• Anticipate opportunities and potential solutions and leads team through the problem resolution process.

• Champion and develop a compelling rationale in support of the final recommendation(s).

• Ensure 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 relevant education and/or experience.

• Minimum 6 years’ experience in experience or user-centered design and/or research and testing in a customer-centric work environment.

• Minimum 3 years’ relevant customer relationship management experience.

• Experience in customer experience or member relations within a fast-moving and highly regulated environment with clear examples of improving customer experience.

• Experience utilizing user experience design methods, principles of interface design, interactive technologies and artifacts including but not limited to prototypes, interactive mockups, design guidelines/specifications, and user stories.

• Experience with Tableau or similar data visualization tools.

• Strong communication, presentation, interpersonal and analytical skills.

• Ability to work with highly technical teams in a fast-paced environment. ​

What sets you apart:

• Experience conducting root cause analysis, customer journey analysis, process engineering, service design, or continuous improvement initiatives.

• Strong analytical skills with experience leveraging data, operational metrics, customer feedback, and Voice of Customer insights to identify improvement opportunities.

• Experience evaluating customer or member experiences across digital, contact center, operational, or service delivery channels.

• Demonstrated ability to synthesize data and insights into actionable recommendations that improve customer outcomes and business performance.

• Experience partnering across multiple business functions to understand challenges, gather requirements, and support change initiatives.

• Familiarity with customer experience methodologies, journey mapping, design thinking, human-centered design, Lean, Six Sigma, or process improvement frameworks.

• Strong problem-solving skills with the ability to navigate ambiguity and break down complex issues into manageable components.

• Experience listening to customer interactions, reviewing feedback, and identifying opportunities to reduce friction and improve the overall experience.

• Strong communication skills with the ability to effectively support presentations, workshops, and stakeholder meetings.

• Financial services, banking, insurance, consulting, customer experience, operational excellence, or business transformation experience preferred.

Compensation range: The salary range for this position is: $93,770.00 - $179,240.00.

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.).

USAA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if USAA is concerned about a conviction(s) that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the San Diego County Office of Labor Standards and Enforcement webpage.

USAA will consider qualified applicants with a criminal history pursuant to the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if USAA is concerned about a conviction(s) that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the Los Angeles County Office of Labor Standards and Enforcement website.

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.