Experience Design Lead

USAA

. Lead collaboration with stakeholders and cross-functional teams in developing and implementing key initiatives .

Posted 9/15/2026full-timeSan Antonio • Texas • United StatesSenior💰 $114,080 - $218,030 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in user-centered design and customer experience improvement, leveraging strong analytical and communication skills to lead cross-functional teams in developing strategic initiatives. Proficient in utilizing data visualization tools and applying design principles to enhance member experiences in regulated environments.

Highest-signal resume keywords

User-Centered DesignCustomer Experience ImprovementData Visualization (Tableau)Agile MethodologyStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Experience DesignInterface Design PrinciplesPrototypingInteractive MockupsDesign GuidelinesUser StoriesAnalytical SkillsProblem ResolutionRisk ManagementBusiness Case Development

Soft Skills

Interpersonal SkillsPresentation SkillsTeam CollaborationCreative Problem SolvingThought Leadership

Tools & Technologies

TableauData Visualization Tools

Industry Keywords

Financial ServicesCustomer-Centric EnvironmentRegulated EnvironmentBankingInsuranceConsultingService Organizations

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead collaboration with stakeholders and cross-functional teams in developing and implementing key initiatives
Promote team relationships and build processes that facilitate productive teamwork
Direct analyses and investigations to understand root causes of complex business problems
Synthesize and interpret large quantities of information
Plan, lead and facilitate brainstorming sessions and planning workshops
Apply user-centered design principles to create visual artifacts and representations of strategic intent
Create and share creative design alternatives to project challenges
Develop communication materials, reports and presentations that define the business case and drive business decisions
Communicate strategic vision and project deliverables to stakeholders across the enterprise, including senior executive management
Research and assess capabilities and industry best practices in financial services and customer-focused industries
Propose new ideas and provide thought leadership influencing research direction
Anticipate opportunities and potential solutions and lead teams through problem resolution
Champion and develop rationale supporting final recommendations
Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures
Partner with executive leaders and teams across products, operations, digital, servicing and support functions to solve complex member experience challenges
Use data, member experiences and business context to prioritize changes and drive measurable improvements in banking experiences

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
Minimum 8 years’ experience in experience or user-centered design and/or research and testing in a customer-centric work environment
Minimum 4 years’ relevant customer relationship management experience
Experience in customer experience or member relations within a fast-moving and highly regulated environment, with clear examples of improving customer experience
Experience in Agile and/or human center design
Experience utilizing user experience design methods, principles of interface design, interactive technologies and artifacts, including prototypes, interactive mockups, design guidelines/specifications, and user stories
Experience with Tableau or similar data visualization tools
Strong communication, presentation, interpersonal and analytical skills
Ability to work with highly technical teams in a fast-paced environment
USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future
Preferred: experience in financial services, banking, insurance, consulting, or large-scale service organizations

Benefits

Comp & perks

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
Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
Remote or hybrid flexibility may be available for active-duty military spouses, consistent with applicable policy and business needs