Why USAA?

The Opportunity

The Opportunity

This position with be focused on supporting the Digital Channels as we work to enhance the Member Experience and Member Satisfaction. Gaining relevant insights by leveraging existing member survey, developing new surveys and analysis of Member Feedback sentiment. Team members will work closely with Business Partners across the company, the Digital team and the Member & Market Insights organization.

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO; Chesapeake, VA or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

A strategic partner in designing, developing, executing, and analyzing research projects for short- and long-term business goals and results. Leads and facilitates cross-functional teams in the application of the appropriate research methodologies (i.e., qualitative, quantitative, text or business intelligence), design innovation, marketing strategies, and general industry trends to understand member insights and translate findings into business strategies. Business recommendations can be based on quantitative or qualitative data, understanding the underlying assumptions of each and their relative impact to address the business problem.

What you'll do:

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Leads, facilitates and/or collaborates with cross functional teams and vendors in support of the end-to-end research project(s).
• Determines the appropriate research methodologies, design innovation, marketing strategies and general industry trends to solve business problems within specific areas of expertise.
• Applies advanced level of knowledge in conducting research using the appropriate methodology (quantitative, qualitative, text or business intelligence). Examples include surveys, usability tests, focus groups, in-depth interviews, and ethnographical studies.
• Formulates findings into business recommendations and presents findings to various levels of leadership.
• Mentors and provides guidance to peers and team members; navigates through obstacles to resolve escalated issues of an unusual nature.
• Researches and identifies industry best practices and trends to increase effectiveness.
• Acquires, maintains, and applies advanced knowledge of the business, its products and processes, and advanced knowledge of qualitative or quantitative research methodologies to represent member sentiment across products, channels, and experiences.

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.
• 6 years of experience in member/customer focused market research, marketing, or consulting experience to include quantitative analytics and insight OR Advanced Degree, 4 years of experience in member/customer focused market research, marketing, or consulting experience to include quantitative analytics and insight.
• Demonstrated leadership experience to include leading projects.
• Advanced knowledge of qualitative or quantitative research methodologies, relevant research tools, and knowledge of relevant industry data sources.
• Experience conducting research using the appropriate methodology (quantitative, qualitative, text or business intelligence). Examples include surveys, usability tests, focus groups, in-depth interviews, and ethnographical studies.
• Advanced analytical skills with proven ability to interpret data and link insights to growth opportunities.
• Proven ability to influence through data while maintaining compliance and regulatory standards.
• Advanced knowledge of Microsoft Office tools.

What sets you apart:

• Experience with Net Promotor score or Member/customer Satisfaction
• 4 years of experience building, designing, sampling and analyzing surveys
• 4 years of experience with data manipulation using tools as SAS or Tableau
• 2 years of experience with Clarabridge or similar unstructured text analysis platforms
  • Experience building categories and dashboards for customer insights
• Experience working with Digital channels
  • Analysis and reporting
  • Member / Customer Satisfaction
  • Member / Customer 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.

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: $104,660 - $194,200.

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.

Relocation assistance is NOT available for this position.

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.