Executive Director, Senior Experience Owner

USAA

. Own the overall strategy, direction, performance, and management of member experience and/or business deliverables .

Posted 11/7/2026full-timeUnited StatesSenior💰 $147,750 - $265,950 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and implementing customer and employee experience strategies, leveraging data analytics for decision-making, and leading high-performing teams within a complex claims environment. Proven ability to drive innovation and manage change while ensuring compliance and optimizing member value.

Highest-signal resume keywords

Customer Experience ManagementPeople LeadershipChange ManagementProduct AnalyticsAuto Injury Claims Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategiesAgile MethodologiesData SynthesisLitigation Strategy ManagementClaims Environment Knowledge

Soft Skills

Relationship BuildingTeam DevelopmentStrategic LeadershipCollaborationPerformance Management

Tools & Technologies

AI in ClaimsEmerging Technology

Industry Keywords

P&C ClaimsRisk ManagementCompliance PoliciesMember Value PropositionSustainable Growth Plans

About the role

Key responsibilities & impact

Own the overall strategy, direction, performance, and management of member experience and/or business deliverables
Oversee distribution of products and services across all channels
Create strategic focus on world-class member and employee experience, exceptional service, and relationship building
Collaborate across lines of business, USAA business lines, and third parties to deliver experiences aligned with strategic intent
Partner with USAA and third-party executives to meet current and future requirements
Align Disciplined Execution Owners toward compliant experiences serving end-user needs
Develop portfolio vision, values, goals, outcomes, and evaluation methods using experience-focused and human-centered design
Lead execution and management through Agile methods to increase member value, time to value, and optimize cost to serve
Manage delivery of member, relationship, and product production across the function or line of business
Partner with marketing and channel stakeholders to optimize member value
Manage change capacity and execute initiatives to optimize member benefit and business performance
Monitor industry trends and member insights to enhance the member value proposition and develop new value propositions
Set direction within service-level and financial guardrails to create sustainable growth plans
Build and oversee a team through recruiting, development, retention, coaching, support, 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 relevant education and/or experience
10 years of progressive related experience developing, implementing and/or managing customer or employee experience strategies, major initiatives, and delivering results within a complex matrix environment
4 years of people leadership experience in building, managing, and/or developing high-performing teams
Proven experience leading change and driving innovation to improve a customer or employee experience
Demonstrated understanding of customer experience management as a business philosophy
Experience with product analytics and synthesizing data and insights to drive decisions
Extensive Auto Injury claims experience, with deep understanding of injury claim strategy, severity management, and the broader P&C claims environment
Experience developing or leading litigation strategy and management, including outside counsel oversight, litigation expense management, and improving outcomes and cost effectiveness
Strategic leadership experience within a large, complex claims organization, with the business judgment to evaluate opportunities, prioritize investments, and determine when issues require escalation or intervention
Understanding of AI and emerging technology in Claims, including its potential impact on injury and litigation management, operational effectiveness, and member outcomes
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 (including H-1B, TN, STEM OPT Training Plans, etc.)

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, 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
Wellness programs
Career path planning
Continuing education assistance