San Antonio Home Office I
Tampa Campus
Charlotte, NC - CENTS
Colorado Springs Campus
Plano Legacy
Phoenix Campus (Main)
Full time
R0120303
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
The Decision Science Analyst Lead serves as a strategic partner to Contact Center leaders, leveraging advanced analytics, predictive modeling, experimentation, and AI-driven insights to improve member experience, operational performance, and business outcomes. This role translates complex data into actionable strategies and drives measurable impact through collaboration with business, technology, and analytics partners.
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, Charlotte, NC, or Tampa, FL
Relocation assistance is not available for this position.
What you'll do:
Leads proactive assessment of emerging risks, performance gaps, customer behavior shifts, operational friction points, and growth opportunities by monitoring portfolio trends, external market conditions, and business performance indicators.
Leverages expert business, analytical, statistical, and technical knowledge to lead discussions with cross-functional teams, understand highly complex business objectives, and drive solution strategies.
Applies innovative and scientific/quantitative methodologies, expert analytics, and critical thinking techniques to identify portfolio risks and opportunities and develop strategic recommendations that drive business performance and profitable growth.
Utilizes expert quantitative analysis and scientific techniques to bring structure and clarity to ambiguous business challenges and identify root causes, trends, and performance drivers.
Organizes and oversees the development of requirements necessary to meet objectives and works to ensure adequate staffing.
Leads the development of business cases and strategic recommendations that balance business needs, risk considerations, operational impacts, and profitability objectives.
Translates recommendations and analytical findings into executive-level communication materials utilizing data visualization and storytelling techniques that effectively influence executive decision-makers.
Thoroughly documents assumptions, methodologies, testing approaches, validation results, implementation requirements, and performance monitoring processes to support sound governance and compliance expectations.
Leads partnerships with business, risk, technology, operations, and control stakeholders to translate analytical recommendations into executable strategies, define success metrics, support implementation, monitor post-launch performance, and recommend optimization actions.
Develops internal talent through thought leadership, coaching, and mentoring to analysts and business partners regarding quantitative analytics, strategy development, risk management, and methodologies.
Provides guidance on and acts as a champion for innovation within the Bank by monitoring industry developments, evaluating emerging analytical capabilities, and recommending adoption of new methodologies, tools, and technologies that create measurable business value and competitive advantage.
Actively researches and experiments with emerging analytical approaches, data assets, AI-enabled solutions, and decision science techniques to expand organizational capabilities and improve portfolio growth, risk, and profitability outcomes.
Partners with stakeholders across lines of defense and business functions to design, execute, and improve solutions that support portfolio growth, operational effectiveness, and regulatory compliance.
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 Economics, Finance, Statistics, Mathematics, Actuarial Sciences, Operations Research, Data and/or Business Analysis, Data Science, or a business or quantitative field; OR 4 years of relevant education and/or experience.
8 years of data & analytics experience OR advanced degree in quantitative analytics field such as Economics, Finance, Statistics, Mathematics, Actuarial Sciences, Operations Research, Data and/or Business Analysis, Data Science or other quantitative discipline and 6 years of experience in data/analytics or functional business experience within the Banking industry.
Expert experience applying statistical, predictive, profitability, and portfolio analytics to drive business strategy, risk management, operational execution, and financial outcomes.
Demonstrated ability to frame ambiguous business problems, develop testable hypotheses, evaluate tradeoffs, and convert analysis into implementable, business strategies for senior leaders.
Advanced experience integrating, transforming, validating, and analyzing new internal and external data sources to generate business insights.
Demonstrated business acumen, strategic thinking, and executive-level communication and presentation skills with the ability to influence senior leaders and drive strategic decisions.
Expert knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.
What sets you apart:
US military experience gained through military service or gained as a military spouse / domestic partner.
Banking or financial services experience supporting Contact Center strategy, customer operations, workforce optimization, or member experience initiatives.
Proven experience designing and deploying predictive models, experimentation frameworks, and decision science solutions in a production environment.
Advanced proficiency with Python, SQL, Snowflake, Streamlit, and Tableau, including development of scalable analytical applications and self-service insights.
Experience identifying and delivering business value through Generative AI, large language models (LLMs), AI agents, or conversational analytics solutions.
Compensation range: The salary range for this position is: $143,320 - $273,930 **.
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.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not @type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static\assets/Media/enterprise\hr\cpra\notice\at\collection.pdf) here.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
