Experience Design Advisor Senior

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.

Exceptional member experiences don't happen by accident. They happen when curious, driven people refuse to accept unnecessary complexity and are committed to making things better. That's the purpose of our Member Friction Program. As an Experience Design Advisor Senior, you'll help lead efforts to identify and reduce the most significant friction points affecting members across the bank. Working across products, channels, and business functions, you'll combine data, member insights, process analysis, and stakeholder engagement to understand what's creating friction and influence solutions that simplify the member experience. You'll be expected to think strategically, dig deep into root causes, and translate insights into actions that improve outcomes for both members and the business. We're looking for someone who is naturally curious, highly motivated, and passionate about advocating for the member. Someone who isn't satisfied with treating symptoms when there's an opportunity to solve the real problem. You'll thrive in this role if you enjoy bringing people together around a shared goal, influencing decisions through facts and insights, and turning complex challenges into simple, meaningful improvements. This is an opportunity to work on highly visible Bank priorities, build relationships across the bank, and help shape experiences that make banking easier for the members we serve. This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four] days per week.

Leverage advanced business knowledge (products, processes, etc.) and expert level subject matter knowledge to lead the collaboration with stakeholders and cross-functional teams in the development and implementation of key initiatives. Understand team dynamics, promote the development of team relationships, and build processes that facilitate productive teamwork. Direct analyses or investigations into understanding root causes for complex and often unique or undefined business problems or issues; synthesizing and interpreting large quantities of information. Plan and lead brainstorming sessions and planning workshops to optimize solutions for end-user needs. Apply principles of user-centered design towards creating visual artifacts and representations of strategic intent; influences the direction and application of principles applied. Propose creative design alternatives to project challenges. Develop communication materials, reports, or presentations that clearly define the business case and drive business decisions; communicate strategic vision and project deliverables to key stakeholders across the Enterprise. Identify, research and assess capabilities and industry best practices for Financial Services and other customer focused industries to ensure USAA meets and exceeds member service expectations. Anticipate opportunities and potential solutions and leads team through the problem resolution process. Champion and develop a compelling rationale in support of the final recommendation(s). Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. ​ What you