Director, Senior Experience Owner - Credit Cards (Rewards) (Remote Work Environment Available)
Location: San Antonio
Posted on: November 22, 2020
Purpose of JobUSAA is looking for a talented Director, Senior
Experience Owner to work in the San Antonio Home Office II/III or
Remote Work Environment Available.
Director, Senior Experience Owner is a people leader role for
USAA's credit card rewards team. The team owns end-to-end credit
card rewards experience from enrollment to rewards redemption, and
also serves as the business capability owner for the rewards and
loyalty platforms. The team consists of experience owners who each
own and manage one or multiple card reward functionalities, as well
as dedicated leads for monitoring/balancing, and platform
capabilities and conversions. In addition to the Member
experiences, the team manages issue resolution and prevention for
the rewards space. The leader will work closely across USAA's
rewards capabilities stack to deliver on Member, product,
compliance and risk commitments. She/he will also partner closely
with product management, finance, marketing, technology, and
operations teams to ensure alignment across organizational
objectives. We are looking for a results-focused thought-leader
with strong rewards background who understands the credit card
industry landscape and can guide her/his team to success. We are
looking for a leader who understands Member needs, the payments
landscape and the future of rewards and loyalty experiences. Deep
hands on experience with loyalty platform development and
management is a must. Experience building a rewards business and a
marketplace for engagement is key. Expertise in strategic thinking,
compelling storytelling, persuasive communication, combining Member
needs with future thinking to build differentiated experiences,
large scale data and capability migrations, developing a compliant
and operationally sound ecosystem, and drafting and developing
talent will be critical for this position.
Oversees a team of Experience Owners and/or Process Owners
responsible for creating and executing cross-channel experiences
and/or Business Deliverables. Leads, guides, and supports the
development of strategies, determines roadmaps for Member, Employee
and/or Business Deliverable-need outcomes, and empowers
stakeholders to turn Member/Business Deliverable needs into
experiences. Understands the business performance of the portfolio
of experiences and their financial impact on the business.
Responsible for the risk, controls and mitigation strategies for
experiences through consistent use and application of existing
frameworks and follows documented risk and compliance policies and
procedures for all business activities. Identifies and manages
existing and emerging risks that stem from business activities and
ensures these risks are effectively identified, measured, monitored
and controlled.Job RequirementsAbout USAAUSAA knows what it means
to serve. We facilitate the financial security of millions of U.S.
military members and their families. This singular mission requires
a dedication to innovative thinking at every level.In each of the
past five years, we've been a top-40 Fortune 100 Best Companies to
Work For--, and we've ranked among Victory Media's Top 10 Military
Friendly-- Employers 13 years straight. We embrace a robust veteran
workforce and encourage veterans and veteran spouses to apply. (17
seconds) (31 seconds)
- Leads a team in the development of strategies for
Member/Employee/Business needs, validates the cost/benefit analysis
for changes designed to improve the member or employee experience
and the impact on USAA financials. May prioritize changes for
Experience Owners to execute.
- Aligns focus of Experience Owners towards leading and executing
beautiful experiences that serve a Member, Employee and/or Business
- Builds and manages a high performing team of Experience Owners
and/or Process Owners through recruitment, training, coaching,
performance management, and related managerial activities.
- Holds financial accountability for the Member, Employee and/or
Business Deliverable need and portfolio of experiences therein,
including allocation of funding to experiences, to ensure the
sustainable delivery of experiences addressing the Member, Employee
and/or Business Deliverable need.
- Accountable for financial, regulatory and operational risk
management related to experiences within the Member, Employee
and/or Business Deliverable need; ensures Experience Owners close
any gaps or findings.
- Develops, implements, and oversees Key Performance Indicators
(KPIs) and Key Risk Indicators (KRIs); uses data to refine Member,
Employee and/or Business Deliverable -need business cases and
- Participates in management routines to alleviate impediments
and promote Agile way of working with stakeholders throughout
- Drives and influences key stakeholders towards a unified
experience that serves Members', Employees and business needs,
aligned to strategic outcomes in compliance with applicable
- Communicates with executive audience to ensure Member-need
experience portfolio is driving towards overall USAA mission.
- Prioritizes the identification and management of existing and
emerging risks across all business activities and ensures these
risks are effectively measured, monitored and controlled.
- Understands primary regulations commonly applicable to
regulated products and services. Minimum Experience
- Bachelor's Degree OR 4 additional years of related experience
beyond the minimum required may be substituted in lieu of a
- 8 years of relevant experience in product development,
marketing, strategy, digital, process, or user experience design OR
Master's Degree and 6 years of relevant experience in product
development, marketing, strategy, digital, process or user
- 3 years of direct team leadership experience or leading large
matrixed, cross-functional teams.
- Process engineering and/or agile experience.*Qualifications may
warrant placement in a different job level*When you apply for this
position, you will be required to answer some initial questions.
This will take approximately 5 minutes. Once you begin the
questions you will not be able to finish them at a later time and
you will not be able to change your responses.Preferred Experience
- 5 or more years working for a card issuer in product, finance,
pricing, operations, marketing or similar functions
- 3 or more years credit card rewards management experience.
- 3 or more years in ecommerce or marketplace development.
- Financial and negotiation experience to drive premium economics
across partner ecosystem.
- Third party relationship management experience.
- Large scale platform conversion leadership, program and project
- Business capability roadmap development, management and
delivery experience.The above description reflects the details
considered necessary to describe the principal functions of the job
and should not be construed as a detailed description of all the
work requirements that may be performed in the job.At USAA our
employees enjoy one of the best benefits packages in the business,
including a flexible business casual or casual dress environment,
comprehensive medical, dental and vision plans, along with wellness
and wealth building programs. Additionally, our career path
planning and continuing education will assist you with your
professional goals.USAA also offers a variety of on-site services
and conveniences to help you manage your work and personal life,
including seven cafeterias, two company stores and three fitness
centers.Relocation assistance is not available for this
position.For Internal Candidates:Must complete 12 months in current
position (from date of hire or date of placement) or must have
manager's approval prior to posting.Last day for internal
candidates to apply to the opening is 11/02/20 by 11:59 pm CST
Keywords: USAA, San Antonio , Director, Senior Experience Owner - Credit Cards (Rewards) (Remote Work Environment Available), Executive , San Antonio, Texas
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