Transformation Engagement Director

About the role

This position will report directly to the AVP of Member Prosperity & Protection as a dedicated Transformation Engagement Director supporting the USAA Currently Serving (CS) Strategy. They will be instrumental in translating the CS strategy into actionable, association-wide plans and programs that enhance member value, trust, and engagement. This role will lead the development and execution of an integrated CS strategic roadmap, aligning cross-functional teams to deliver a unified member experience. Serving as a key liaison across USAA, the role influences stakeholders at all levels to ensure cohesive execution of initiatives, effective adoption of new ways of working, and successful implementation of products and services. Ultimately, this role drives measurable improvements in member satisfaction, loyalty, and penetration with the Currently Serving market. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in one of the following locations: San Antonio, TX or Charlotte, NC. Relocation assistance is not available for this position.

Responsibilities

• Defines and manages work effort interdependencies and establishment of objectives and key results (OKRs), ensuring the overall delivery of work meets goals and OKRs.
• Accountable for effectively coaching and leading highly matrixed program and project teams, empowering team members to achieve project goals through collaborative problem-solving, skill development, and clear communication across organizational boundaries.
• Develops and implements comprehensive change management strategies and plans, maximizing user adoption and minimizing risk. This includes the creation and utilization of reusable templates, stakeholder assessments, and communication plans.
• Ensures effective identification, measurement, monitoring, and control of risks associated with business activities, in accordance with established policies and procedures.
• Communicates effectively with all stakeholders, including senior management, providing insights into issues, and driving resolution.
• Facilitates collaborative problem-solving through creative processes like design thinking or creative problem solving.
• Mentors and coaches program managers, project managers, change partners, and senior leaders, fostering skill development and organizational capability.
• 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 project/program management and/or organizational change management.
• Strong Knowledge of Project/Program Management Principles: Demonstrated understanding and application of project and program management methodologies (e.g., PMBOK, Agile, Scrum).
• Ability to effectively plan, execute, monitor, and control projects/programs to achieve desired outcomes.
• Experience Leading Change Initiatives: Proven experience leading and managing organizational change initiatives of varying scope and complexity.
• This includes experience in developing change management strategies, implementing communication plans, facilitating training, and managing resistance to change.
• Experience in Risk Management: Demonstrated ability to identify, assess, and mitigate risks associated

Benefits

Additional Information

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.

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