Executive Director, Business & Data Analytics – Voice of the Member

USAA

. Lead the strategy, vision, and execution of USAA’s member feedback survey programs and advanced analytics capabilities .

Posted 9/29/2026full-timeUnited StatesLead💰 $195,230 - $351,410 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading data and analytics strategies, with a strong focus on member feedback, risk management, and performance metrics. Proven ability to influence senior leadership and drive data-driven decision-making across complex financial services environments.

Highest-signal resume keywords

Data GovernanceVoice of the Customer InsightsAgile MethodologiesQuantitative and Qualitative AnalysisCustomer Experience Measurement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisAnalytics StrategySurvey DesignInformation ManagementRisk ManagementData ArchitectureBusiness IntelligenceText AnalyticsAI SolutionsPerformance Metrics

Soft Skills

Influencing Senior StakeholdersBuilding High-Performing TeamsEffective CommunicationThought LeadershipCollaboration

Tools & Technologies

QualtricsAnalytics ToolsData Management SystemsSurvey Platforms

Industry Keywords

Financial ServicesCustomer ExperienceData StrategyEmerging TrendsOperational Performance

About the role

Key responsibilities & impact

Lead the strategy, vision, and execution of USAA’s member feedback survey programs and advanced analytics capabilities
Oversee survey and analytics functions linked to member feedback, including program design, information strategy and architecture, data management, information governance, analytics and insights delivery, and business intelligence support
Shape short-term and long-term analytics strategy for the Voice of the Member program
Embed data-driven decision-making across the enterprise
Partner with business leaders and cross-functional stakeholders to establish priorities and drive innovation and modernization of performance metrics
Deliver actionable insights that enhance member experience, strengthen operational performance, and support strategic business objectives
Advise senior leadership and champion the use of member feedback data to identify emerging trends and influence enterprise decisions
Foster a high-performing analytics organization
Advance data governance, analytics maturity, and scalable insight delivery capabilities
Oversee strategic, tactical, operational, and financial responsibilities for data storage, preparation, exploration, governance, analytics, and information delivery
Lead sub-function strategy and delivery of information and analytics platforms and solutions
Provide oversight for end-to-end information management, analytics, and delivery processes
Develop talent across the USAA Data and Analytics Community
Keep current with industry-leading practices and advances in data and analytics
Lead teams in developing techniques and best practices for reporting and analytics
Oversee implementation of information governance processes and procedures
Develop team training and education plans, automated systems, technical tools, staffing and organizational requirements, and expense budgets
Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

Requirements

What you’ll need

Bachelor's degree in Statistics, Mathematics, Operations Research, Engineering, or quantitative field; OR 4 years of relevant education and/or experience
10 years data and analytics related experience, driving results in a complex financial services organization
4 years of people leadership experience in building, managing and/or developing high-performing teams
Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals
Executive-level business acumen in measuring business outcomes, business operations, industry practices and emerging trends
Experience leading projects using Agile methodologies
Experience conducting large scale data analysis using internal and external data to support business decision making
Proven ability to tell a story through data and communicate effectively with senior leadership
Ability to understand business requirements and KPIs and convert them into analytical hypotheses in a structured and logical manner, with solution identification
Experience with large complex database systems and architecture, structured and unstructured data, diverse analytics methodologies and approaches, and connecting data/metrics to business metrics/results
Deep understanding of risk management and compliance practices, with experience developing data strategies that mitigate risk
Extensive experience leading Voice of Customer or Customer Experience insights programs within complex enterprise environments
Experience leveraging survey and feedback data to identify trends, uncover opportunities, and establish meaningful performance metrics that influence business strategy
Experience structuring and delivering sophisticated quantitative and qualitative analysis, including text analytics and AI solutions
Familiarity using survey platforms such as Qualtrics and managing vendor relationships
Strong executive presence and track record influencing senior stakeholders and securing buy-in
Proven ability to build credibility and trust with business partners
Experience leading organizational transformation efforts and upskilling teams
Ability to serve as a thought leader, challenge conventional thinking, drive change, and champion data-driven decision-making
Strong knowledge of customer experience measurement methodologies, survey design, market research practices, and analytics tools
US military experience through military service or a military spouse/domestic partner
Must not require immigration support or visa sponsorship now or in the future

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, 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