Director, Insight Research

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 As a dedicated Director, Insight Research, you will be responsible for all aspects of member and marketplace research, including Quantitative, Qualitative, and Voice of the Member/Consumer research. Provides actionable insights to empower informed, fact-based, member-centric strategic and tactical decisions to support business growth with no quality concessions. Provides management of research with accurate, timely, and relevant business strategy conclusions and recommendations to support the enterprise.

Guides, plans, delegates and/or manages/directs research, assuming responsibility for the accuracy, relevancy, insights, and strategic application of the research for the business. Research includes data across channels such as surveys, focus groups or other qualitative research methods, member feedback channels such as email, and consumer or competitor posts in channels external to USAA such as social media, ratings and reviews, and other non-USAA digital feedback channels.

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 office locations:
San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL Relocation assistance is available for this position.

What you'll do:

Designs, directs, and coordinates enterprise wide, large scale, research activities, to include gathering and analyzing data about current and prospective members, competitors, and the market.

Develops member and prospective member research programs, in accordance with USAA's objectives, growth and maintenance of USAA's service quality.

Sets research policies, procedures, processes, and governance and implements methods and procedures for monitoring projects, such as preparing progress reports, budget oversight, trend research, and other findings to keep management informed.

Leads reporting structure, metrics and governance for all member, prospective member, and marketplace research, including leading cross-functional teams across the enterprise;
Process development to support multiple groups beyond the Market Research organization.

Responsible for building and maintaining a high performing team;
Delegates duties, assigns responsibilities, prioritizes work in accordance with enterprise priorities, and oversees project progress and deliverables.

Develops the strategic unit and business partner learning agenda for research; plans, develops, and establishes policies and objectives for the organization's member research function.

Monitors market and operational trends; analyzes, reviews, and formulates findings of member and prospective member research, and works with management and appropriate departments.

Leads the ongoing improvement, development, implementation, and consistent utilization of tools and processes to capture, analyze, and communicate research insights.

Acts as advocate for the member ensuring solid research recommendations are leveraged to make better business decisions.

Serves as project sponsor for small mod and/or DEV IT projects that deliver…