Business Process Owner I - (Mid-level) - MV

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 a dedicated Business Process Owner I , you will play a key role in advancing USAA's Experience Intelligence strategy by helping the association proactively identify, monitor, and resolve service degradation across critical member experiences. Leveraging business process management principles, you will partner with business, technology, analytics, and experience teams to define performance indicators that measure both whether members can successfully complete key journeys and how effectively those journeys are performing against established service standards .   In this role, you will help translate business objectives into measurable process outcomes, support the instrumentation and monitoring of experience health metrics, and enable operational teams to leverage data-driven insights to improve member outcomes. When performance thresholds are exceeded, you will support structured root cause analysis efforts that help experience owners quickly identify contributing factors, develop corrective actions, and prevent future recurrence.   Success in this role requires strong collaboration across End-to-End Service, Technology, Member Insights & Analytics, and line-of-business teams to improve visibility, strengthen process performance, and drive continuous service improvement. This position may also support broader Experience Intelligence initiatives, including service governance, member friction identification and resolution, performance reporting, process optimization, and other strategic priorities as business needs evolve.   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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC or Tampa, FL.   Relocation assistance is not available for this position.

Applies knowledge of the business to understand customer gaps in performance, and develops, modifies, re-engineers customer specific process program plans in alignment with business deliverables and enterprise strategy to achieve the level of desired performance. Develops, sustains, and manages defined business processes through a structured approach as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solutions. Plans and coordinates the overall health of processes by developing control limits, monitoring key performance indicators, etc. Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes. Assists in identification of business unit and business process risks across assigned activities. Develops communication plans for customers and internal stakeholders. Ensures alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies. Utilizes reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders. Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts. Lead solution development including business case / benefits