AVP, Digital Service - Life, Health & Annuities

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.

USAA Life Insurance Company is seeking an innovative and transformational leader to serve as its next AVP, Digital Service, a newly elevated leadership role responsible for defining the future of digital servicing across the Life, Health, and Annuity businesses. Reporting to David McWilliams, Vice President, LifeCo Operations, this executive will own the end-to-end digital servicing experience across both USAA's direct-to-member and third-party distributed businesses. The role is accountable for the strategy, roadmap, and delivery of all customer-facing digital service capabilities, including web, mobile, IVR, conversational AI, digital messaging, authentication, and self-service experiences. The successful candidate will lead efforts to create seamless digital journeys spanning policy inquiries, beneficiary management, claims status, premium payments, withdrawals, policy changes, document delivery, and a broad range of servicing transactions. While many organizations view digital servicing as a supporting capability, USAA views it as a strategic differentiator. As member expectations continue to evolve and digital engagement becomes increasingly central to the customer experience, this leader will be charged with creating intuitive, self-service experiences that improve satisfaction, reduce customer effort, and drive measurable operational efficiency. Success will be measured through meaningful business outcomes, including digital containment, call deflection, self-service adoption, authentication success rates, digital customer satisfaction, advisor utilization, and overall cost-to-serve reduction. What makes this opportunity particularly compelling is the broader transformation underway within LifeCo Operations. Historically, USAA's Life, Health, and Annuity businesses have operated primarily through a direct-to-member model. Today, however, the organization is expanding its third-party distribution capabilities, creating new opportunities to serve policyholders through independent agents, broker general agencies (BGAs), financial advisors, and other future distribution partners. As that evolution accelerates, the AVP, Digital Service will play a pivotal role in designing and scaling the digital experiences that support both members and intermediaries while preserving the high-touch service standards that have long differentiated the USAA brand. This role sits at the intersection of customer experience, digital product management, service operations, distribution strategy, and emerging technology. The selected executive will partner closely with leaders across Operations, Technology, Product Management, Experience Design, Distribution, Claims, Policy Service, and Third-Party Administration to create a unified vision for digital servicing across the enterprise. From modernizing existing capabilities to introducing new AI-enabled experiences, this leader will have significant influence over how customers and distribution partners interact with USAA for years to come. For executives who are energized by transformation, few opportunities offer the combination of scale, complexity, and impact available in this role. The AVP, Digital Service will have the opportunity to shape enterprise-wide servicing strategies, enable future distribution growth, improve operational economics, and