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Leads strategic planning and execution across multiple business verticals, using quantitative and qualitative analytics to develop business strategies, evaluate P&L performance, monitor KPIs, identify trends, and guide leadership decisions. Builds analytical frameworks, drives strategic alignment, establishes operating routines, communicates executive-level insights, and provides team leadership and training.

Leads member-friction initiatives by combining data, customer insights, process analysis, user-centered design, and stakeholder engagement. Identifies root causes of complex experience issues, facilitates workshops, develops visual artifacts and recommendations, and influences cross-functional solutions that simplify banking experiences. Evaluates industry practices, communicates business cases, manages risks, and drives improvements across digital, contact center, operational, and service channels.

Lead end-to-end process ownership for P&C Insurance Professional (IP) experiences, driving process design, controls, KPIs/KRIs, continuous improvement, risk mitigation, stakeholder alignment, and solution development. Use data and analytics to monitor performance, implement changes, and mentor partners to improve operational efficiency and compliance.

Leads enterprise-wide experience design initiatives to identify and eliminate member friction across banking products and processes. Partners with executives and cross-functional teams to analyze root causes, facilitate workshops, develop user-centered design artifacts and recommendations, and drive measurable customer experience improvements. The role influences strategy, builds stakeholder alignment, communicates business cases to senior leaders, evaluates industry best practices, and guides teams through complex problem-solving and organizational change.

Lead product strategy and performance for bank deposit/payments products: analyze profitability and member data, recommend go-to-market and build/partner decisions, support launches and maintenance, coordinate with sales and channels, ensure regulatory and risk compliance, and track market/payment industry trends to inform roadmaps and product governance.

Leads complex legal operations business processes from requirements and design through testing and implementation. Drives process optimization, technology-enabled transformation, risk and control management, KPI development, stakeholder alignment, and continuous improvement. Uses data and analytics to improve performance, develops business cases and requirements, partners with technology teams, and mentors employees and business partners. The role requires extensive process management experience, regulated-environment knowledge, and frequent in-office work.

Manage subrogation property & casualty cases from pre-suit through litigation and trial. Prepare pleadings, motions, briefs; conduct hearings, depositions, mediations, and settlement negotiations. Provide legal advice, case assessments, budget projections, training, and ensure compliance with reporting and risk controls.

Build and maintain relationships with National Guard senior leaders to develop on- and off-installation marketing programs, represent USAA products, plan and execute face-to-face events, provide military subject-matter expertise and training, analyze campaign performance, manage program budgets, and support cross-functional teams to reach military members and families.

Lead negotiation strategy and supplier partnerships for major technology investments (cloud, SaaS, software, data). Shape commercial strategy, execute complex negotiations, drive demand optimization, mitigate sourcing risks, develop playbooks and train teams, and advise executive leadership to maximize value and savings across the technology portfolio.

Serve as USAA's military liaison for the National Guard in the East North Central region, building senior leader relationships, planning installation marketing and events, delivering military training, advising business teams, analyzing campaign performance, managing program budgets, and traveling extensively.