Member Insights Lead

About this role

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 Member Insights Lead , you will serve as a strategic business partner, leading key enterprise initiatives and large-scale member insights research projects that help drive business decisions and outcomes. As a highly knowledgeable and multidisciplinary research expert, you will synthesize insights from multiple data sources and translate complex findings into clear business issues, strategies, recommendations, and actionable opportunities. You will independently manage and execute multiple complex and highly complex assignments, often addressing unique challenges across systems, processes, and channels. In this role, you will identify and resolve complex problems, navigate obstacles, and deliver high-quality work products while influencing stakeholders and supporting enterprise priorities through data-driven insights and strategic recommendations.

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: • Leads, facilitates and/or collaborates with cross functional teams and vendors in support of the end-to-end research project(s) of large scale and enterprise-wide in scope; and oversees the implementation.

• Directs research projects that are without a clear or standard path.

• Collaborates with cross-functions teams to identify and define the underlying business issue.

• Facilitates the development, design, analysis, and execution of the project.

• Applies an expert level of knowledge in conducting research using the appropriate methodology (quantitative, qualitative, text or business intelligence). Examples include surveys, usability tests, focus groups, in-depth interviews, and ethnographical studies.

• Formulates findings into business strategies, advises senior management on issues and presents findings to various levels of leadership.

• Researches and identifies industry best practices and trends to increase effectiveness and shares knowledge and best practices with team.

• Acquires, maintains, and applies expert knowledge of the business, its products and processes, and expert knowledge of qualitative or quantitative research methodologies to represent member sentiment across products, channels, and experiences.

• 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; OR 4 years of relevant education and/or experience. 

• 8 years of experience in member/customer focused market research, marketing, or consulting experience to include quantitative analytics and insight; OR Advanced Degree, 6 years of experience in member/customer focused market research, marketing, or consulting experience to include quantitative analytics and insight.

• Project/process management experience.

• Demonstrated leadership experience to include leading large project efforts.

• Subject-matter-expert knowledge of qualitative or quantitative research methodologies, relevant research tools, and knowledge of relevant industry data sources.

• Extensive experience conducting research using the appropriate methodology (quantitative, qualitative, text or business intelligence). Examples include surveys, usability tests, focus groups, in-depth interviews, and ethnographical studies.

• Proven ability to lead complex research projects in large organizations while maintaining compliance and regulatory standards.

• Subject-matter-expert knowledge of Microsoft Office tools.

What sets you apart: • Extensive experience managing research, analytics, or consulting vendors, including scope development, performance management, budget oversight, and delivery of actionable business outcomes.

• Strong business acumen with the ability to connect member insights and research findings to enterprise strategy, business performance, and organizational objectives.

• Demonstrated ability to influence senior leaders and key stakeholders through data-driven recommendations, strategic thinking, and effective relationship management.

• Exceptional storytelling skills with a proven ability to synthesize complex data and research into compelling narratives that drive understanding, alignment, and action.

• Strong business experience partnering with cross-functional teams to solve complex business challenges and inform strategic decision-making.

• Excellent written, verbal, and presentation communication skills, with the ability to tailor messages to executive, technical, and business audiences.

• Experience leading large-scale, enterprise-level research initiatives and translating insights into measurable business impact.

• Experience utilizing artificial intelligence to accelerate research planning, execution and analysis.

• US military experience gained through military service or gained as a military spouse / domestic partner.

Compensation range: The salary range for this position is: $127,310.00 - $243,340.00 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the

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