Executive Director, Business & Data Analytics – Voice Member
Job in
Phoenix, Maricopa County, Arizona, 85003, USA
Listed on 2026-09-08
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-08
Job specializations:
-
IT/Tech
Data Analyst, Data Science Manager, Business Systems & Technology Analysis
Job Description & How to Apply Below
- Lead the strategy, vision and execution of USAA's member feedback survey programs and advanced analytics capabilities
- Oversee survey and analytics functions linked to member feedback, including program design, information strategy and architecture, data management, information governance, analytics and insights delivery, and business intelligence support
- Shape short-term and long-term analytics strategy for the Voice of the Member program
- Embed data-driven decision-making across the enterprise
- Partner with business leaders and cross-functional stakeholders to establish priorities and drive innovation and modernization of performance metrics
- Deliver actionable insights that enhance member experience, strengthen operational performance and support strategic business objectives
- Advise senior leadership and champion the use of member feedback data to identify emerging trends and influence enterprise decisions
- Foster a high-performing analytics organization
- Advance data governance, analytics maturity and scalable insight delivery capabilities
- Manage strategic, tactical, operational and financial responsibilities for data storage, preparation, exploration, information governance, analytics and information delivery
- Lead sub-function strategy and delivery of information and analytics platforms and solutions
- Provide oversight of end-to-end information management, analytics and delivery processes
- Provide thought leadership and participate in developing talent across the USAA Data and Analytics Community
- Keep current with industry practices and advances in data and analytics
- Lead development of techniques and best practices for effective reporting and analytics
- Oversee implementation of information governance processes and procedures
- Develop team training and education plans, automated systems, technical tools, staffing and organizational requirements, and expense budgets
- Ensure business risks are identified, measured, monitored and controlled in accordance with risk and compliance policies
- Bachelor's degree in Statistics, Mathematics, Operations Research, Engineering, or a quantitative field; OR 4 years of relevant education and/or experience
- 10 years of data and analytics-related experience driving results in a complex financial services organization
- 4 years of people leadership experience building, managing and/or developing high-performing teams
- Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals
- Executive-level business acumen in measuring business outcomes, business operations, industry practices and emerging trends
- Experience leading projects using Agile methodologies
- Experience conducting large-scale data analysis using internal and external data to support business decision-making
- Proven ability to tell a story through data and communicate effectively with senior leadership
- Ability to understand business requirements and KPIs, convert them into analytical hypotheses, and identify solutions
- Experience with large complex database systems and architecture, structured and unstructured data, diverse analytics methodologies and approaches
- Expert ability to connect data and metrics to business metrics and results
- Deep understanding of risk management and compliance practices, with experience developing data strategies that mitigate risk
- Extensive experience leading Voice of Customer or Customer Experience insights programs within complex enterprise environments
- Experience leveraging survey and feedback data to identify trends, uncover opportunities and establish meaningful performance metrics
- Experience delivering sophisticated quantitative and qualitative analysis, including text analytics and AI solutions
- Familiarity with survey platforms such as Qualtrics and managing vendor relationships
- Strong executive presence and ability to influence senior stakeholders and secure buy-in
- Ability to build credibility and trust with business partners
- Experience leading organizational transformation, redefining team vision, operating models and analytics capabilities, and upskilling teams
- Ability to serve as a thought leader and champion data-driven…
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