Decision Science Analyst Lead - Bank

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity The Decision Science Analyst Lead serves as a strategic partner to Contact Center leaders, leveraging advanced analytics, predictive modeling, experimentation, and AI-driven insights to improve member experience, operational performance, and business outcomes. This role translates complex data into actionable strategies and drives measurable impact through collaboration with business, technology, and analytics partners.

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, Charlotte, NC, or Tampa, FLRelocation assistance is not available for this position.

What you'll do:

Leads proactive assessment of emerging risks, performance gaps, customer behavior shifts, operational friction points, and growth opportunities by monitoring portfolio trends, external market conditions, and business performance indicators.

Leverages expert business, analytical, statistical, and technical knowledge to lead discussions with cross-functional teams, understand highly complex business objectives, and drive solution strategies.

Applies innovative and scientific/quantitative methodologies, expert analytics, and critical thinking techniques to identify portfolio risks and opportunities and develop strategic recommendations that drive business performance and profitable growth.

Utilizes expert quantitative analysis and scientific techniques to bring structure and clarity to ambiguous business challenges and identify root causes, trends, and performance drivers.

Organizes and oversees the development of requirements necessary to meet objectives and works to ensure adequate staffing.

Leads the development of business cases and strategic recommendations that balance business needs, risk considerations, operational impacts, and profitability objectives.

Translates recommendations and analytical findings into executive-level communication materials utilizing data visualization and storytelling techniques that effectively influence executive decision-makers.

Thoroughly documents assumptions, methodologies, testing approaches, validation results, implementation requirements, and performance monitoring processes to support sound governance and compliance expectations.

Leads partnerships with business, risk, technology, operations, and control stakeholders to translate analytical recommendations into executable strategies, define success metrics, support implementation, monitor post-launch performance, and recommend optimization actions.

Develops internal talent through thought leadership, coaching, and mentoring to analysts and business partners regarding quantitative analytics, strategy development, risk management, and methodologies.

Provides guidance on and acts as a champion for innovation within the Bank by monitoring industry developments, evaluating emerging analytical capabilities, and recommending adoption of new methodologies, tools, and technologies that create measurable business value and competitive advantage.

Actively researches…