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About the Role
Lead a team in creating exceptional, human-centered conversational experiences across USAA’s digital experiences. Set the strategic direction for conversational design, shaping intuitive, engaging, and seamless interactions that reflect USAA’s brand and elevate the member experience.
Responsibilities
- Serve as a strategic partner by understanding business and technical models, processes, challenges, and performance metrics to ensure conversational design strategies balance member needs with business and stakeholder objectives.
- Set the strategic direction for conversational design, guiding the creation of human-centered conversational experiences that are intuitive, engaging, seamless, and aligned with USAA’s brand.
- Champion the value of conversational and human-centered design and foster a culture of empathy by building and maintaining trust-based relationships with executive leaders and partner groups across the enterprise.
- Lead cross-organizational and cross-functional efforts to understand complex business and member problems and translate them into conversational design solutions that achieve program and project objectives.
- Direct the creative review process for conversational experiences to ensure quality, consistency, and alignment with established design principles and the design language system.
- Provide thought leadership to deconstruct complex problems into clear and achievable design solutions that increase the value of member, employee, and business outcomes.
- Actively participate in design leadership efforts, helping set the vision and strategic direction for the design organization and advance its capabilities and development goals.
- Build and lead a high-performing design team through recruiting, developing, retaining, coaching, guiding, performance management, and other managerial activities while cultivating a culture aligned with USAA’s mission and core values.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor's degree; OR 4 years of relevant education and/or experience.
- 8 years of relevant, on-the-job experience in Product Design, UX Design, Service Design, Design Research, or a related design discipline delivering complex design solutions for web and native applications.
- 3 years of relevant, on-the-job experience in Conversational Design.
- 3 years of direct team lead or management experience.
- Expert knowledge and experience in human-centered design, with the ability to lead high-performing cross-functional teams through all phases of the design lifecycle.
- Expertise in conversational design, product design, storytelling, and prototyping.
- Demonstrated knowledge of data analysis and research techniques to inform design decisions.
- Outstanding people leadership and management abilities, with demonstrated success creating an environment where teams can develop and succeed.
- Proven leadership and ability to influence stakeholders at all levels of management.
- Demonstrated experience working in a distributed, agile work environment.
- Subject matter expertise in facilitation, collaboration, and communication, with the ability to effectively present to and influence cross-functional teams and senior/executive leaders.
- USAA does not provide visa sponsorship for this role.
Skills
- Conversational Design
- Human-centered design
- Product Design
- UX Design
- Service Design
- Design Research
- Storytelling
- Prototyping
- Data analysis
- Research techniques
- People leadership
- Management
- Facilitation
- Collaboration
- Communication
- Conversational and AI technologies
- Natural Language Processing (NLP)
- Natural Language Understanding (NLU)
- Large Language Models (LLMs)
- Writing
- Editing
- Linguistic principles
- User research
- Usability testing
Location
- San Antonio, TX
- Charlotte, NC
- Plano, TX
- Phoenix, AZ
- Colorado Springs, CO
- Tampa, FL
Work Type
- Hybrid (4 days in office)
- Remote
Experience Level
- Director
- 8 years of relevant experience
- 3 years of Conversational Design experience
- 3 years of management experience
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- $164,780.00 - $314,960.00
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays
- 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education
About the Company
- USAA's mission is to empower members to achieve financial security through highly competitive products, exceptional service and trusted advice.
- USAA seeks to be the #1 choice for the military community and their families.
- USAA's core values are honesty, integrity, loyalty and service.
- USAA is proud to support active-duty military spouses.
Equal Opportunity
- 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.