VP, P&C Sales Experience Management and Delivery

Company: USAA
Location: Sun City
Posted on: September 15, 2022

Job Description:

Purpose of Job USAA 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.

This role provides executive leadership and is accountable for leading the development and implementation of the Insurance Sales and Service member experience and delivery strategy for the Property & Casualty (P&C) organization across multiple channels. Ensures the continued evolution of best-in-class member experience utilizing member feedback data analytics, external benchmarking services, and partnering with enterprise service, sales, and quality partners. Accountable for designing and achieving strategic and operational plans to drive acquisition growth, deepen member relationships, execute best-in-class service, and deliver an integrated world-class member experience across channels. Leads the team to execute the sales and/ or service strategy in collaboration with business partners and key stakeholders across multiple lines of businesses and functions. Creates a sales and service culture based on continuous improvement, excellence, and a compliant, member-focused approach. Drives coordination with internal and external service providers in the delivery of USAA Insurance Sales and Service to its members. Job Requirements

• Drives overall strategy, direction, and management of the end-user need/portfolio across multiple channels and influences decisions for strategy implementation.
• Leads large scale member contact organizations across P&C Insurance Sales & Service to drive overall member experience for Enterprise.
• Aligns functional teams to work across disciplines and channels (i.e., phone, chat, digital, etc.) to deliver sales and /or service expectations, production goals, and profit targets.
• Develops need/portfolio vision, values, goals, outcomes, and evaluation methods that has impacts across the Enterprise, utilizing the experience-focused and human-centered design mindsets.
• Accountable for delivery of member, relationship and product production working with P&C and enterprise partners across all lines of business, IT, marketing, and finance.
• Identifies, partners, and influences key stakeholders to ensure optimal member value and long-term value for the association.
• Develops and defines the overarching experience for members within portfolio set and consistent with USAA strategy.
• Accountable for designing and implementing the strategy and experience to optimize the member and employee benefit and business performance.
• Delivers on operational plan for Enterprise initiatives in partnership with Strategy partners. Drives execution of business transformation initiatives and the innovation agenda for USAA's strategy in alignment with Enterprise business objectives, including cross-CoSA deepening.
• Responsible for change adoption as an output of strategic imperatives in support of the mission.
• Stays abreast of industry trends and member insights and educates the organization as an input to current enhancements of member value proposition and/or development of new value propositions.
• Drives a culture that encourages open lines of communication and fosters an optimal and productive work environment.
• Provides and instills an attitude of caring and empathy toward the concerns of our members and employees to deliver exceptional member service and sales experience.
• Provides executive leadership and guidance for key scorecard metrics (including product/member growth, retention, satisfaction, channel cost, and compliance) change management to ensure front line mangers are equipped to lead teams through change.
• Builds and oversees a team of leaders and employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Identifies and manage 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. Minimum Requirements:
  • Bachelor's degree: OR 4 years of related Property and Casualty or Financial Services experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 10 years of progressive financial services experience to include P&C industry work experience in Distribution & Service developing strategies, managing major P&C initiatives, and delivering results within a multi-channel, complex matrix environment.
  • 8 years of people leadership experience in building, managing and/or developing high-performing sales and service teams, with demonstrated ability developing talent, managing workflow, engaging, and inspiring staff, peers, and employees.
  • Comprehensive knowledge and understanding of the insurance regulatory environment, regulatory requirements, and other supervisory engagement and processes.
  • Experience with product and sales analytics and synthesizing data and insights to drive decisions.
  • Experience with developing strategic plans for member experience initiatives, including identifying and implementing tactics that are directly tied to measurable results that optimize member benefits and business performance.
  • Comprehensive knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
  • Proven experience leading change and driving innovation to improve a customer or employee experience.
  • Demonstrated understanding of customer experience management as a business philosophy.
  • Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.
  • Executive-level business acumen in the areas of business operations, industry practices and emerging trends required; Strong technical aptitude and analytical skills to lead initiatives to improve contact center effectiveness and efficiencies. Preferred Experience:
    • Direct Property & Casualty experience.
    • Executive leadership experience leading large-scale insurance sales customer contact center delivery and/ or customer experience management.
    • Proven track record of successfully leading, developing, and translating sales strategy into results-oriented acquisition, growth, and retention tactics across multiple channels.
    • Extensive experience collaborating and partnering across multi-function organizations including acting as a strategic partner with adjacent financial services businesses.
    • Experience with developing and launching P&C industry sales models.
    • Experience driving transformation of direct customer sales organizations through marketing, digital, automation and technology solutions.
    • Experience building relationships and communicating effectively with senior leadership, including C-level leaders.
    • Direct military service experience or experience serving the military community in the financial services industry. 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 position. The salary range for this position is: $205,,,100.00.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. 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.Please click on the link below for more details. USAA Total Rewards

Keywords: USAA, Sun City , VP, P&C Sales Experience Management and Delivery, Executive , Sun City, Arizona