Business Strategy Analyst - Mid Level

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.

The Opportunity

Join our team as a Business Strategy Analyst to shape member experiences for the Member Value Contact Center. You'll use analytics to provide strategic insights on industry trends, market developments, and USAA's direction, focusing on contact center operations and member experience. Your analysis will empower stakeholders to manage and influence business strategy, optimizing contact center efficiency and effectiveness.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site 4 days per week.

Relocation assistance is not available for this position.

What you'll do:

• Collaborates with stakeholders to identify key business assumptions and hypotheses around line of business strategy.  Evaluates and uncovers strategic insights related to Profit & Loss. performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
• Assists experienced Business Strategy Analysts and other subject matter experts with refining hypotheses and identifying business questions to explore further.
• Assists in the development of the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience.
• Leverages advanced data-driven problem-solving techniques to manipulate and interpret business results.
• Translates findings into insights for strategy management and execution.
• Prepares materials that help communicate the significance of the strategic insights to senior leaders and other key stakeholders. May participate in key stakeholder meetings.
• Ensures 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 in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 4 years experience in data and/or analytics or strategy consulting; OR Advanced Degree in Business, Science, Finance, Economics or related discipline with 2 years experience in data and/or analytics or strategy consulting.
• Experience identifying business needs and developing strategic plans driven by qualitative/quantitative analysis and market insights.
• Demonstrated experience using data analytics to formulate data-driven insights.
• Experience performing data analysis using various data analytics tools (i.e. Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics).
• Experience in project management.

What sets you apart:

• Prior U.S. military service or being a military spouse/domestic partner is highly valued.
• Ability to analyze data from various sources (e.g. member feedback, operational metrics, business performance) and draw meaningful conclusions.
• Ability to translate customer data and insights into actionable Next Best Action recommendations and strategies.
• Understanding of how contact centers function, including key performance indicators (KPIs) such as Average Handle Time (AHT), Shrinkage, Member Satisfaction (MSAT), First Contact Resolution (FCR) and capacity planning.
• Ability to extract insights from data and present them clearly and concisely, often through reports, dashboards, and presentations.
• Experience using visualization tools like Tableau or Business Objects for creating dashboards and reports.

Compensation range: The salary range for this position is: $85,040 - $162,550.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.