Member Experience Owner Lead (omnichannel) – Life Company Distribution And Service Experience

USAA

San Antonio, TX, USA
$114,080 - $218,030; not specified; not specified ...
End-to-end management of omnichannel member experiences
Life insurance, medicare and annuity sales and service
Human-centered design methodology
The mission is to empower members to achieve financial security through highly competitive products, exceptional service and trusted advice, seeking to be the #1 choice for the military community and their families

Job Summary

  • The mission is to empower members to achieve financial security through highly competitive products, exceptional service and trusted advice, seeking to be the #1 choice for the military community and their families.
  • This role is accountable for the end-to-end management of omnichannel member experiences across Life Insurance, Medicare and Annuity sales and service, partnering with Product Management, Call Center and Digital.
  • Employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness, including comprehensive medical, dental and vision plans, 401(k), pension, and paid time off.

Matching Summary

The mission is to empower members to achieve financial security through highly competitive products, exceptional service and trusted advice, seeking to be the #1 choice for the military community and their families.

Salary

$114,080 - $218,030; Not specified; Not specified

Skills & Requirements

Must-have

  • end-to-end management of omnichannel member experiences
  • Life Insurance, Medicare and Annuity sales and service
  • human-centered design methodology
  • Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs)
  • process improvement and strategy execution

Nice-to-have

  • mentor and advisor to teammates
  • voice-of-the-customer program
  • implementing and sustaining change/improvements

Key Requirements

  • Bachelor’s degree OR 4 years of related experience
  • 8 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing
  • 6 years of progressive related experience developing, implementing, executing, creating and/or managing customer or employee experience strategies
  • US military experience through military service or a military spouse/domestic partner
  • 5 or more years of Life Insurance direct distribution sales experience
  • 5 or more years of strategic planning and roadmap execution
  • 5 or more years of demonstrated experience with agile execution

Work Rights

Not specified

Tailored Resume

Cover Letter