CAREERS & JOBS (LOYALTY & CX)

USAA is hiring: Head of Membership

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As the Head of Membership, you will be responsible for overseeing member eligibility and driving the value of USAA membership through building strategic partnerships and working closely with Marketing, Digital, and across the Lines of Business to continuously improve the value of membership at USAA. Ensures USAA has an unparalleled understanding of military families’ financial needs and preferences to drive the value proposition of membership. Key areas of responsibility include member insights, member sentiment and satisfaction programs (voice of the member), member complaints, competitive intelligence, financial education and advice, eligibility management, enterprise rewards / loyalty program, and member tools.

Additionally, the executive leads data-driven decision-making, leveraging insights to optimize marketing efforts and improve the member experience. Working cross-functionally with product, marketing, and analytics teams, so that they ensure growth initiatives align with broader organizational goals, ultimately enhancing member satisfaction and loyalty while also providing oversight of member complaints.

Executive leadership and oversight will be provided for the USAA Educational Foundation (USAAEF) which enables member financial readiness through education, differentiated digital advice experiences, and member tools which all tie to the value of USAA membership.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX or Charlotte, NC.

The Opportunity

What You’ll Do

• Collaborates with USAA Senior Executive Leadership to influence and develop short- and long-term member strategies at the enterprise and Cross-CoSA levels.
• Drives the development and implementation of analytical frameworks designed to monitor and optimize technology and digital initiatives for the members and the association.
• Assimilates member and market insights to anticipate trends, deliver immediate solutions for real-time issues, long-term strategic development, and tangible execution plans for consistent growth and expansion.
• Partners across the organization to develop, integrate, and execute member-strategy and member-centric initiatives to acquire, deepen, and retain members to the association.
• Communicates progress updates, member trends, reputational risks, action plans and resolution to senior leadership, to include Executive Council and USAA Board of Directors.
• Maintains a strong understanding of the financial services industry, regulatory environment, competitive trends, and proactively identifies strategic opportunities.
• Develop and execute the strategic vision for the membership organization and will work with senior leadership in the company to determine which avenues will create the greatest growth and return on investment.
• Develop programs and initiatives to retain existing members and increase their engagement with the organization.
• Drive new membership acquisition and increase revenue through targeted and broad community engagement campaigns and initiatives.
• Identify and lead expansion into new market opportunities.
• Oversees the development of the strategic road map to ensure the continued evolution of member complaint processes and correspondence.
• Builds and oversees a team of professionals through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 10 or more years of progressive experience in business operations or product management with a proven track record developing and implementing strategic product and operational plans is required.
• 10 or more years of people leadership experience in building, managing and/or developing high-performing teams is required.
• 5 or more years of strategy development experience in the financial services industry.
• Strong strategic planning and execution skills, with a track record of achieving membership/customer growth.
• Extensive experience leading large-scale, cross-functional strategic initiatives.
• Expert written and verbal communication skills with the ability to convey complex information in a clear and concise manner to a variety of audiences, to include C-suite executives.
• Executive-level business acumen in the areas of business operations, industry practices and emerging trends required.
• Strong influencing and relationship building skills; ability to quickly develop strong organizational relationships and lead through influence.
• Proven ability to remain decisive, bold, and level-headed during difficult problems and uncertain business conditions.
• Demonstrates executive presence, diplomacy, and interpersonal savvy to interact skillfully with stakeholders.
• Expert knowledge and application of financial services regulatory requirements, operational risk concepts, and risk management and compliance framework and guidelines.

What Sets You Apart

• Advanced degree as Marketing, Communications, MBA or Corporate Strategy is preferred.
• Deep experience leading a broad range of enterprise-wide strategy functions in a large, matrixed organization.
• Demonstrated successes driving growth through sales, eligibility, membership, rewards, or other value stream in a large financial services organization.
• Tenured experience in a top tier consulting firm.

Compensation

What we offer:

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 position. The salary range for this position is: $329,250.00 – $592,650.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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, please 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.