Director, Strategic

Position: Director, Strategic Change
** 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*
* This role is accountable for stabilizing and leading a critical pillar, with a strong focus on team alignment, operational performance, and enterprise impact. The leader will build strong relationships, assess current operations and transformation priorities, and establish a clear path forward for structure and performance.

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, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is  
** not
* * available for this position.

** What you'll do:*
* + Manages a cross functional team of Change Management and readiness resources to understand, plan, manage and sustain change and ensure client success.

+ Educates change team and business leaders on change strategy and how it integrates into their work.

+ Develops and integrates Change Strategy for a portfolio of change.

+ Drives team to continuously evaluate, refine and implement change management strategies and best practices to maximize user adoption & proficiency and minimize overall risk such that business results are achieved.

+ Ensures sustainability of change management initiative with specific follow up action plans, including post-initiative measurement and assessment.

+ Develops and sustains key relationships and brand for change team.

+ Leads work to understand a change initiative, identify integration points and impacted audiences and assess the impact of a portfolio of change.

+ Coaches and influences senior executives to lead change in a highly matrixed organization. Helps foster organizational change capability.

+ Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

+ Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. ​

** What you have:*
* + Bachelor's degree; OR 4 years of relevant education and/or experience.

+ Minimum 8 years' directly related experience such as organizational change management, communication, organizational behavior, marketing, human resources and/or, project delivery and accountability for complex tasks and/or projects; OR if Advanced Degree, 6 years of related experience, as previously referenced.

+ Minimum 3 years' direct team lead or management experience.

+ Advanced knowledge of and experience with change management principles and methodologies.

+ Extensive experience working with senior leaders on major change initiatives with significant impact.

+ Extensive experience with influencing, applying emotional intelligence, organizational savvy & politics and partnering for client's success; matrix management, decision making and critical thinking, producing results, consulting engagement management, overcoming resistance to change.

+ Experience driving/leading change initiatives for large transformations, coaching and influencing business leaders, setting change strategies/plans and executing them successfully.

+ Advanced knowledge of project management methodologies, delivery and principles.

+ Advanced knowledge of risk and regulatory requirements. ​

** What sets you apart:*
* + Demonstrated track record of leading complex, cross-functional initiatives that deliver measurable business outcomes, such as AHT reduction, call volume reduction, FCR improvement, and cost-to-serve optimization

+ Proven experience leading multi-level teams, including a minimum of 3 years managing managers or overseeing tiered team structures (Lead, Senior, Level
1)

+ Experience partnering closely with risk, compliance, and audit functions within a regulated financial services environment

+ Strong business case development skills, including problem definition, solution design, financial analysis, risk assessment, and executive-level presentation

+ Depth in Consumer Lending and Payments, including lifecycle experience (origination, decisioning, servicing, payoff), or exposure to regulated payment processes (Zelle, wires, ACH, bill pay, P2P) and banking operations leadership

+ Depth in Fraud, Claims, or COE functions, including fraud…