Job Description

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are looking for a Lead Agile Product Owner for the Bank Member Experience and Complaints group.

Works directly with the Bank agile team to prioritize work to derive business outcomes while delivering on team's commitments and ensuring the voice of the customer is strongly represented. Accountable for making decisions and prioritizing the team backlog to drive business outcomes in service to the Business strategy. Acts as ‘voice of the end-user’. Brings a data-driven approach to decisions and impediment removal including strategic priorities and funding allocation. Sets product / value stream direction and ensures it is aligned with key stakeholders across the organization. Establishes a culture routed in transparency and learning, for seeking opportunities for testing & learning, continuous team/process improvement and quality.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Partners with team to develop, translate and drive the vision and strategy to key stakeholders and team members on Bank products to include member satisfaction. Leads the team in ensuring understand business requirements for effective Bank product solutions.
• Partners with the Team-of-Team Lead to clarify and drive alignment on the business strategy, goals, and objectives. Translates this understanding into a clear vision for the Bank agile team to inform the creation and prioritization of the team’s backlog of work.
• Collaborates with stakeholders from the Bank and IT to determine business needs required for implementing strategic objectives and deliver quality and innovative solutions.
• Partners with Team-of-Team Lead to define and clearly communicate acceptance criteria for output based on business requirements and customer needs. Drives execution of successful objective implementation for Bank products and customer experience.
• Solves unique problems with broad impact on the business; requires an innovative, data-driven approach to decision making including allocating funds and developing and tracking OKRs that drive product success.
• Accountable for setting and delivering against Bank agile team-level OKRs.
• Acts as “voice of the end-user”.
• Proactively seeks customer feedback to learn and better understand their needs and requirements to ensure end user value is delivered to the marketplace.
• Owns Bank agile team backlog (grooming, prioritization, and refinement).
• Is accountable for maintaining a groomed backlog of user stories; works with the team to estimate story size and complexity.
• Optimizes the flow of value by assisting the multi-Bank agile team environment and progresses towards objectives, goals, and commitments, while removing impediments, resolving conflicts, and managing risks and issues that have a broad impact on the business.
• Is strategic and proactive in meeting required objectives.
• Acts in service of the team's needs and goals; coaches, engages and provides feedback to the Bank agile team on work-in-progress; clarifies requirements, and takes an innovative approach to solving unique problems that may prevent the team from progressing on objectives.
• Identifies and drives opportunities for continuous team and process improvement. Leads projects with notable risk and complexity; develops the strategy for project execution.
• Anticipates business and regulatory issues; recommends product, process or service improvements.
• Impacts the direction and resource allocation for program, project or services; works within general functional policies and industry guidelines.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree; OR 4+ years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8+ years of experience in process improvement, project delivery, business/requirements analysis or directly related to supported business operations/product line.
• Knowledge of multiple technical software delivery methodologies (i.e., Agile, Waterfall, SAFe) with a proven track record in using these skills to develop and manage products through the entire product life cycle.
• Expert experience in analyzing business requirements, process flows and use cases to identify opportunities to streamline business processes in accordance with risk management framework and regulatory requirements.
• Expert understanding and demonstrated use of Process Engineering methodologies and Change Management practices to translate business requirements into functional specifications.
• Experience in engineering methodologies and Change Management practices to translate business requirements into functional specifications.
• Extensive experience with applicable banking regulatory and compliance policies, including knowledge of applicable laws, rules and regulations.
• Experience communicating complex ideas, anticipating potential objections and persuading others, often at senior levels, to adopt a different point of view.

What sets you apart:

• Experience operating in an agile and transformative environment to drive innovative change and a more strategic-focused culture on a macro level
• Extensive knowledge of complaint management lifecycle processes and controls from end-to-end perspective
• Extensive knowledge of Compliance Management System (CMS) and how complaint management performs within the CMS framework, to burn down regulatory and operational risk
• Ability to translate complex business needs into technology capabilities to enable performance through strategic thought leadership
• Ability to effectively change manage process and technology solutions affecting diverse stakeholder group
• US military experience through military service or a military spouse/domestic partner

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.

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $120,550 - $230,400 .

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

 

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Tags

Holiday work, Bank staff, Relocation package, Flexible hours,

Similar Jobs