AVP, Senior Member Value Officer (Executive Level)

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.

As the AVP, Senior Member Value Officer you will Lead the strategic execution of Member Value (MV) initiatives by serving as the primary bridge between Lines of Business and enterprise Functions. Translates member experience strategy into scalable, actionable execution plans that drive consistent, member-centric outcomes across the organization. Partners with senior leaders to align priorities, accelerate adoption of experience standards, monitor performance against key objectives, and resolve cross-functional delivery challenges. Facilitates enterprise-wide collaboration, governance, and insight sharing to strengthen accountability, optimize business performance, and enhance the overall member experience. Ensures organizational efforts remain focused on delivering measurable value to members while fostering a culture of continuous improvement and operational excellence.

Serve as the strategic liaison between Member Value, Lines of Business, and enterprise Functions to drive alignment and execution of member experience priorities. Translate member experience strategy into actionable plans and enterprise-wide initiatives that deliver measurable business and member outcomes. Champion the adoption and integration of experience standards, processes, and best practices across the organization. Monitor performance metrics and member experience indicators to identify trends, risks, and opportunities for improvement. Lead cross-functional coordination to address execution challenges, remove barriers, and ensure successful delivery of strategic initiatives. Facilitate governance, communication, and knowledge-sharing forums that promote consistency and accountability across teams. Provide executive insights and recommendations that strengthen decision-making and advance Member Value objectives. Foster a culture of collaboration, continuous improvement, and shared ownership of member experience outcomes. Partner with stakeholders to ensure organizational strategies, programs, and processes consistently support member-centric goals. Drive operational excellence through disciplined execution, performance management, and enterprise alignment. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in the following locations: San Antonio, TX,   Relocation assistance is available for this position .

Serves as a key liaison between the Member Value (MV) and assigned Lines of Business (LoBs)/Functions, translating Member Value strategy and priorities into actionable plans while ensuring bi‑directional communication and alignment across stakeholders. Supports execution of the Member Value strategic vision by enabling LoBs to implement member‑centric outcomes (e.g., Member Contact Handling Health, activation, satisfaction) in alignment with enterprise deepening and loyalty objectives. Partners with LoB and Function leaders to support the integration and execution of MVO‑led experience standards across servicing, digital, and frontline channels, helping ensure consistency and quality of member journeys. Acts as a cross‑LOB conduit to identify execution risks, dependencies, and friction points impacting member experience, escalating insights and facilitating collaboration to drive timely