Business Strategy Analyst - Mid Level
Job Description
Position Overview
USAA’s mission is to empower its members to achieve financial security through competitive products, exceptional service, and trusted advice. As a Business Strategy Analyst for the Member Value Contact Center, you will leverage analytics to drive strategic insights into industry trends, market developments, and contact center performance – ultimately enhancing member experience. Embrace a fulfilling career at USAA where our core values of honesty, integrity, loyalty, and service underpin everything we do. Please note this role requires office presence 4 days per week and is available in multiple locations including San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO; Tampa, FL; and Chesapeake, VA.
Key Responsibilities
- Collaborate with stakeholders to identify key business assumptions and hypotheses around strategic initiatives including Profit & Loss performance, product strategy, pricing, marketing, sales, credit risk, distribution channels, and member experience.
- Assist experienced Business Strategy Analysts and subject matter experts in refining hypotheses and identifying business questions for further exploration.
- Help develop the analytical framework and blueprint needed to answer pivotal business questions related to products and member experience.
- Leverage advanced data-driven problem-solving techniques to manipulate, interpret, and draw insights from business data.
- Translate analytical findings into actionable insights for strategic management and execution.
- Prepare presentation materials to communicate the significance of strategic insights to senior leaders and key stakeholders, participating in high-level meetings as needed.
- Ensure that risks associated with business activities are identified, measured, monitored, and controlled in adherence to risk and compliance policies.
Required Qualifications
- Bachelor’s Degree in Business, Science, Finance, Economics or a related discipline; OR 4 years of relevant experience in lieu of a degree.
- A minimum of 4 years’ experience in data analytics and/or strategy consulting; OR an Advanced Degree with 2 years of experience in a related field.
- Proven experience in identifying business needs and developing strategic plans informed by qualitative and quantitative analysis.
- Demonstrated ability to use data analytics to derive actionable insights.
- Experience in performing data analysis using tools such as Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, or Adobe Analytics.
- Experience in project management.
Preferred Qualifications
- Prior U.S. military service or status as a military spouse/domestic partner.
- Ability to analyze data from diverse sources – such as member feedback, operational metrics, and business performance – to draw meaningful conclusions.
- Understanding of contact center operations including key performance indicators such as Average Handle Time (AHT), Shrinkage, Member Satisfaction (MSAT), and First Contact Resolution (FCR).
- Experience in contact center workforce planning and forecasting.
- Skilled in presenting data-driven insights through reports, dashboards, and presentations.
- Experience using visualization tools like Tableau or Business Objects for dashboard creation.
Compensation
The salary range for this position is $85,040 - $162,550. USAA has an effective process for assessing market data and establishing competitive salary ranges. Actual compensation is determined based on relevant experience, market data, and location. Additional pay incentives may be awarded based on overall corporate and individual performance at the discretion of the USAA Board of Directors.
Benefits & Perks
- Comprehensive medical, dental, and vision plans
- 401(k) and pension plans
- Life insurance, parental benefits, and adoption assistance
- Generous paid time off with paid holidays and 16 paid volunteer hours
- Various wellness programs along with career path planning and continuing education opportunities