AVP, Senior Member Value Officer – Executive Level

USAA

. Serve as the strategic liaison between Member Value, Lines of Business, and enterprise Functions .

Posted 9/17/2026full-timeSan Antonio • Texas • United StatesSenior💰 $169,880 - $305,780 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in member experience strategy execution, operational excellence, and cross-functional collaboration within complex, matrixed organizations. Proven ability to leverage data and analytics for informed decision-making and to drive alignment with member-centric goals.

Highest-signal resume keywords

Member Experience Strategy ExecutionCross-Functional Team LeadershipData Analytics and InsightsOperational ExcellenceGovernance and Performance Tracking

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Member Experience MetricsPerformance ManagementExperience Standards ImplementationBusiness TransformationStrategic Initiative ExecutionOperational Metrics MonitoringProcess ImprovementRisk ManagementProduct EnablementChange Management

Soft Skills

Influencing Without AuthorityCollaborationCommunicationRelationship BuildingContinuous Improvement

Tools & Technologies

Performance DashboardsAnalytics ToolsGovernance FrameworksMember Insights PlatformsOperational Tools

Industry Keywords

Financial ServicesInsuranceRegulated IndustriesCustomer ExperienceMatrixed Organization

About the role

Key responsibilities & impact

Serve as the strategic liaison between Member Value, Lines of Business, and enterprise Functions
Translate member experience strategy into actionable plans and enterprise-wide initiatives
Champion adoption and integration of experience standards, processes, and best practices
Monitor performance metrics and member experience indicators to identify trends, risks, and improvement opportunities
Lead cross-functional coordination to address execution challenges and remove barriers
Facilitate governance, communication, and knowledge-sharing forums
Provide executive insights and recommendations to advance Member Value objectives
Foster collaboration, continuous improvement, and shared ownership of member experience outcomes
Partner with stakeholders to align strategies, programs, and processes with member-centric goals
Drive operational excellence through disciplined execution, performance management, and enterprise alignment
Enable Lines of Business to implement member-centric outcomes aligned with enterprise deepening and loyalty objectives
Support integration and execution of experience standards across servicing, digital, and frontline channels
Identify execution risks, dependencies, and friction points; escalate insights and facilitate resolution
Track initiative progress, timelines, risks, and alignment with Member Value priorities
Synthesize member experience metrics and operational trends for leadership decision-making
Leverage member insights, analytics, and feedback for recommendations and journey/product enhancements
Support alignment of tools, platforms, and processes with Member Value service standards
Build trusted relationships and influence without authority in a complex, matrixed environment
Build and oversee a team through recruiting, development, retention, coaching, performance management, and managerial activities
Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

Requirements

What you’ll need

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 years of progressive experience in member/customer experience, strategy execution, product enablement, or business transformation within a complex, matrixed organization
6 years of leadership or matrix leadership experience, including leading teams, projects, or workstreams and influencing outcomes through collaboration rather than direct authority
Extensive experience partnering with senior leaders and cross-functional teams to align priorities, support strategic initiative execution, and deliver results across lines of business
Proven ability to support implementation of experience standards or frameworks across digital, servicing, and/or frontline channels, with measurable impact on member or customer outcomes
Experience supporting governance routines and performance tracking, including monitoring metrics, timelines, risks, and escalating insights to leadership
Strong experience leveraging data, analytics, and member insights to inform recommendations and support operational and product-related decision-making
Experience partnering with technology and operations teams to support delivery of tools, platforms, or process improvements
Experience in financial services, insurance, or other highly regulated industries
Experience leading enterprise customer/member experience, business transformation, or strategic execution initiatives
Demonstrated ability to influence senior executives and drive alignment across complex, matrixed organizations
Strong analytical skills with experience leveraging member insights, operational metrics, and performance dashboards
Experience partnering with technology, operations, and product teams to deliver member-centric capabilities and process improvements
Proven success leading organizational change and adopting new ways of working at scale
US military experience through military service or a military spouse/domestic partner
Must not require immigration support now or in the future; USAA does not provide visa sponsorship

Benefits

Comp & perks

Pay incentives based on overall corporate and individual performance, 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
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Various wellness programs
Career path planning
Continuing education
Relocation assistance
Flexible work environment