24 - month fixed - term role at Mila to lead community and internal communications: content strategy, stakeholder engagement, and event coordination.
About the role
- Experience Owner Lead managing USAA member communications strategy through performance evaluation and strategic actions. Responsible for coordinating member communication processes and mentoring team members.
Responsibilities
- Measures, evaluates, visualizes, and communicates experience performance.
- Leads, influences, and implements tactical and strategic actions related to product and/or business needs.
- Responsible for financial, regulatory, and operational risk management.
- Identifies, prioritizes, and develops IT work in partnership with key stakeholders.
- Leverages human-centered design methodology to drive design improvements.
- Develops, maintains, and implements Key Performance Indicators (KPIs).
- Partners with process owners to ensure ongoing documentation and process certification.
- Identifies acceptable performance limits and establishes control plans to monitor performance.
Requirements
- Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of the degree.
- 8 years of experience in customer experience, strategy, process, analytics, digital, user experience design, or marketing OR an Advanced degree and 6 years of relevant experience.
- 6 years of progressive related experience developing, implementing, executing, creating, and/or managing customer or employee experience strategies.
- Comprehensive understanding and experience applying best practices for implementing a voice-of-the-customer program.
- In-depth understanding of process improvement approaches.
- Demonstrated experience identifying key performance indicators to measure before & after changes.
- Expert knowledge of and demonstrated success at developing, executing, and refining strategies.
- Experience in implementing and sustaining change/improvements.
Benefits
- 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
- various wellness programs
- career path planning and continuing education
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