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Experience Owner

Company: USAA
Location: Tolleson
Posted on: September 17, 2020

Job Description:

Purpose of Job

Responsible for creating and executing cross-channel experiences and/or Business Deliverables. Understands the business performance of the experience and its financial impact on the business. Responsible for the risk, controls and mitigation strategies for experiences through consistent use and application of existing frameworks and follows documented risk and compliance policies and procedures for all business activities. Identifies and manages existing and emerging risks that stem from business activities and ensures these risks are effectively identified, measured, monitored and controlled.

Job Requirements

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For, and we've ranked among Victory Media's Top 10 Military Friendly Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.

https://www.youtube.com/user/usaajobs/videos

* Manages experience lifecycle from conception to release, iteration and maintenance, optimizing the outcome for the product/experience while prioritizing work to ensure delivery to experience expectations. * Leverages human-centered design methodology with key stakeholders, partners, and process owners to drive design improvements for end users. * Facilitates and drives the end to end ownership and management of experiences and processes to members and/or employees. * Aligns focus of stakeholders towards a unified experience that serves Members, Employees and business needs. * Monitors Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensures correct data and instrumentation for the experience and related sub-processes; uses data to improve experiences. * Partners with Enterprise stakeholders to promote Member experiences and/or Business Deliverables that are aligned to strategic outcomes and compliance with applicable regulatory requirements. * Partners with process owners to ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification and measurement of metrics for success and adherence to applicable regulatory guidelines. * Identifies and manages existing and emerging CoSA and business process risks across all activities and ensures these risks are effectively measured, monitored and controlled. * Understands acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits. * Understands primary regulations commonly applicable to regulated products and services.

Minimum Education:

* Bachelors Degree * 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.

Minimum Experience:

* 6 years of relevant experience in product development, marketing, strategy, digital, process, or user experience design

OR

* Master's Degree and 4 years of relevant experience in product development, marketing, strategy, digital, process or user experience design.

Preferred Experience:

* Extensive knowledge in any of the following areas: Large Bank Lending Products (Credit Cards, Consumer Loans, Home Equity Line of Credit, Demand Deposit Accounts) Risk Management/Assessment ; Vendor Management; Post Charge Recovery; Pre Charge off Collections; Loss Mitigation; Bankruptcy; Large Bank Bankruptcy Process Risk Management/Assessment. * 2+ years of experience with issues management and large bank remediation projects * Strong analytical skills and risk management expertise and demonstrated ability to drive business value. * Experience with banking/financial regulations (Bank regulation compliance experience). * Experience planning project scope by estimating the duration of activities, resources required, developing project schedules, and coordinating with project team members. * Demonstrated success facilitating across multiple areas (business, operations, technology, business partners) to drive critical change initiatives. * Bachelor's degree or Advanced degree and/or Certification/Designation. * Deep understanding of the 8 major principle risk factors and how to properly assess risk * Experience working with major contracts/suppliers * People or Project Management experience

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.

At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is available for this position.

Keywords: USAA, Phoenix , Experience Owner, Other , Tolleson, Arizona

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