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Director, Senior Experience Owner - USAA Bank: Real Estate Servicing Experience

Company: USAA
Location: San Antonio
Posted on: September 14, 2019

Job Description:

Purpose of JobThe Director, Senior Experience Owner part of Mortgage/Real Estate Servicing Operations/Mortgage Servicing Oversight. - The position supports the operation of: -
Performing and Non Performing Mortgage Servicing - focused on controls, compliance, and performance *** If NOT a current USAA Employee, this position is available in-office in San Antonio, TX or Phoenix, AZ or potentially Remotely ***

Oversees a team of Experience Owners who are responsible for creating and executing Member, Employee and/or Business Deliverable experiences. Develops strategies, determines roadmaps for Member and/or Business Deliverable-need outcomes, and empowers stakeholders to turn Member/Business Deliverable needs into portfolios of experiences. Effectively coordinates across multiple teams and disciplines in the organization.Job Requirements

  • Develops roadmaps for Member/Business Deliverable needs, translating business cases into beautiful experiences for Experience Owners to execute, while focusing on human-centered design.
  • Aligns focus of Experience Owners towards leading and executing beautiful experiences that serve a Member, Employee and/or Business Deliverable need.
  • Builds and manages a high performing team of Experience 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 experience portfolio.
  • Participates in management routines to alleviate impediments and promote Agile way of working with stakeholders throughout experience portfolio.
  • Oversees projects with marketing to ensure proper campaigns for experience intents and product targets.
  • Communicates with executive audience to ensure Member-need experience portfolio is driving towards overall USAA mission.Minimum Education
    • Bachelor's Degree
    • 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.Minimum Work Experience
      • 8 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design, OR
      • Master's Degree and 6 or more years of relevant progressive experience in product development, marketing, strategy, digital, process or user interface design
      • 3 or more years leading subordinates or matrixed, cross-functional teams
      • Experience leveraging data to make business decisions
      • 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 able to change your responses.Preferred Criteria
        • 4+ years of work experience in Real Estate Mortgage Servicing
        • 3+ years of work experience Default Management and/or Disaster Recovery
        • Prior management and/or project management experience with implementation of new products and processes. -
        • Advanced understanding of operational risk, compliance and regulatory requirements as it relates to Real Estate Servicing.
        • Demonstrated ability to drive results through Agile team leadership, product ownership, process engineering, or similar experiences. - - -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 package 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.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 08/13/19 by 11:59 pm CST time.

Keywords: USAA, San Antonio , Director, Senior Experience Owner - USAA Bank: Real Estate Servicing Experience, Executive , San Antonio, Texas

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