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Accountable for defining the overall complaint strategy to ensure a strong infrastructure exists as it relates to Bank end to end complaint handling. Defines the operating strategies, policies, and procedures aimed at achieving operational effectiveness, efficiency and compliance. Develops the strategy roadmap and portfolio of initiatives to ensure the continued evolution of best in class member experience utilizing advocacy teams, member feedback analytics and external benchmarking services, and partnering with enterprise teams, service quality teams and additional internal stakeholders to reduce member service gaps. Responsible for identifying, developing and leading complaint initiatives, and reporting trends and results to the USAA Bank leadership and USAA boards.

This position can work remotely in the continental U.S. with occasional business travel.

What you'll do:

• Accountable for identifying, tracking and prioritizing trends and insights gained through member feedback and sentiment, benchmarking of competitors and member research, and partners with responsible parties to close member experience gaps.
• Identifies and reports performance targets that track overall member experience and sentiment regarding Bank products and channels.
• Develops and drives business strategies and tactics, providing direction and executive thought leadership regarding member experience and reputation.
• Owns the Bank member experience strategic roadmap.
• Briefs Bank President, Board of Directors, senior executives, CEO, Executive Council and senior management on member trends, reputational risks, action plans and resolution.
• Proactively analyzes member sentiment and root cause dissatisfiers.
• Articulates member experience and business opportunity improvements and takes appropriate action to influence prioritization and implementation of process improvements.
• Identifies, quantifies and communicates member experience opportunities to included potential reputational impacts within products, channels or services, with oversight for the execution of service improvements, prioritization and implementation.
• Coordinates with Bank Product Line Leaders and product management and operations teams for rapid execution of programs and projects benefiting member experiences.
• Collaborates with enterprise member feedback community to achieve common analytical standards, best-in-class insights deliverables, and Year Over Year growth in the quantifiable impact of insights.
• Provides executive oversight on cross-functional teams to generate consumer motivation based on experience insights, and to translate these insights into brand and communication strategies and business building activation ideas.
• Responsible for the timely and accurate responses, resolutions and tracking of consumer and regulatory complaints.
• 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:

Minimum Education:

• 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.

Minimum Experience:

• 10 years of progressive Member Advocacy or Complaint Resolution and member satisfaction and loyalty experience developing strategies, managing major process/operational initiatives and delivering results to optimize the customer/member experience.
• 6 or more years of people leadership experience in building, managing and/or developing high-performing teams required.
• 5 years of experience developing strategy for and executing very large-scale programs requiring data analytics and driving enterprise wide improvements related to customer/member experience.
• Subject Matter Expert in Complaint Industry practices and Member Advocacy or Complaint Resolution compliance and regulatory standards.
• Extensive experience and deep understanding of banking regulatory environment, regulatory requirements, and application of compliance-related policies and procedures.

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 position. The salary range for this position is: $188,330 - 338,990

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

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.