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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # AVP, Digital Service - Life, Health & Annuities - **Company:** United Services Automobile Association - **Location:** San Antonio, TX, United States - **Experience:** Expert - **Salary:** $224,250.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Artificial Intelligence, Data Analysis, User Authentication, Chatbots - **Published:** October 15, 2026 - **Apply:** https://usaa.wd1.myworkdayjobs.com/USAAJOBSWD/job/San-Antonio-Home-Office-I/AVP--Digital-Service---Life--Health---Annuities_R0121513/apply ## About the Role * Bachelor's degree; OR 4 additional years of relevant education and/or experience in lieu of a degree. * 10+ years of progressive leadership experience in digital product management, digital servicing, customer experience, service transformation, or related technology-enabled environments. * Demonstrated success developing digital strategies, leading large-scale initiatives, and delivering measurable business outcomes within complex, highly matrixed organizations. * 6+ years of experience building, leading, and developing high-performing teams and organizational capabilities. * Deep expertise across digital channels and servicing platforms, including web, mobile, IVR, digital messaging, authentication, self-service, and emerging technologies. * Proven ability to design and optimize digital customer journeys while improving key outcomes such as digital adoption, customer satisfaction, call reduction, operational efficiency, and cost-to-serve. * Experience supporting customer, advisor, agent, or partner-facing digital experiences within financial services, insurance, wealth management, banking, healthcare, or other highly regulated industries. * Strong product management orientation with experience developing roadmaps, prioritizing investments, and delivering capabilities that balance customer needs, operational objectives, and business value. * Working knowledge of emerging technologies, including conversational AI, intelligent automation, digital engagement platforms, and modern authentication capabilities. * Experience partnering closely with Technology, Operations, Product, Experience Design, and business stakeholders to deliver enterprise-scale digital solutions. * Demonstrated ability to think strategically while executing against complex operational and transformation objectives. * Strong understanding of regulatory requirements, risk management frameworks, governance practices, and compliance considerations within highly regulated environments. * Experience working within Agile product development and delivery organizations. * Exceptional business and technology acumen, combined with a deep understanding of digital servicing and customer experience best practices. * Proven ability to lead through influence, build alignment across diverse stakeholder groups, and drive organizational change. * Outstanding communication, facilitation, collaboration, and consensus-building skills, including experience presenting to senior executives and leadership teams. * Executive presence and the ability to effectively influence leaders across Operations, Technology, Product, Distribution, and Customer Experience functions. * Demonstrated ability to establish accountability, create urgency, and mobilize teams around strategic priorities and measurable results. * Strong understanding of industry trends, digital servicing innovations, and evolving customer expectations across insurance, wealth management, banking, and adjacent financial services sectors. What Sets You Apart * Deep experience leading digital service, digital product, or customer experience organizations within the Life Insurance industry, with a strong understanding of the end-to-end policyholder journey from onboarding and servicing through claims and retention. * Broad product expertise across Life Insurance, Annuities, and / or Health Insurance, enabling you to navigate complex servicing models, customer needs, regulatory requirements, and operational workflows. * Demonstrated success transforming digital servicing capabilities through web, mobile, self-service, automation, AI, and authentication solutions that improve customer satisfaction while reducing servicing demand and cost-to-serve. * Experience supporting both direct-to-member and advisor- or agent-based distribution models, with an appreciation for the distinct needs of policyholders, financial professionals, and distribution partners. * A unique ability to bridge digital strategy, customer experience, and service operations, translating innovative ideas into scalable solutions that drive measurable business outcomes and lasting competitive advantage. ## Description * Define and execute the digital service vision for how members, policyholders, advisors, agents, and distribution partners interact with USAA Life across Life Insurance, Health Insurance, and Annuities. * Lead the strategy, roadmap, and continuous evolution of USAA Life's digital servicing ecosystem across web, mobile, IVR, conversational AI, digital messaging, authentication, and self-service capabilities. * Drive measurable improvements in digital containment, call deflection, self-service adoption, customer satisfaction, mobile engagement, and cost-to-serve performance. * Reimagine and simplify servicing journeys across policy inquiries, beneficiary management, claims status, payments, withdrawals, policy changes, and document delivery. * Create intuitive, frictionless digital experiences that reduce customer effort while increasing engagement and loyalty. * Build and scale digital servicing capabilities that support USAA's growing third-party distribution strategy, including independent agents, BGAs, financial advisors, and future distribution partners. * Partner closely with Technology, Product, Experience Design, Operations, Claims, Policy Service, Distribution, and Third-Party Administration leaders to deliver integrated servicing solutions. * Champion emerging technologies and capabilities, including conversational AI, intelligent automation, digital messaging, and modern authentication solutions. * Establish and manage key performance indicators, including Digital CSAT, NPS, CES, digital containment, authentication success rates, advisor self-service utilization, and operational efficiency metrics. * Continuously identify opportunities to eliminate servicing friction, reduce unnecessary contacts, and improve the overall customer and advisor experience. * Serve as a key member of the LifeCo Operations leadership team, helping shape the future servicing and distribution model for USAA's Life, Health, and Annuity businesses. * Build, lead, and develop high-performing teams while fostering a culture of innovation, accountability, continuous improvement, and member advocacy. * Influence senior leaders across Operations, Technology, Product, and Distribution to align priorities, investments, and resources around a shared digital servicing vision. * Position USAA Life for future growth through differentiated digital experiences that strengthen member relationships, enhance advisor engagement, and create scalable servicing capabilities. Additional General Tasks AVPs in the LOB Digital / Technical Products job family perform the following tasks: * Accountable for defining and socializing a data and insights-driven strategic line of business digital /technology capabilities and experience roadmap. * Partners with and influences key stakeholders, including Enterprise Digital and IT, to drive the line of business digital/technology strategy and roadmap. * Collaborates closely with the line of business Sales & Service and Analytics teams to produce required channel activity reporting and properly monitors expected/planned activity. * Responsible for keeping abreast of industry trends and provides insights and translates and implements action plans resulting from findings. * Leads a digital/technology team focused on defining and delivering innovative digital capabilities and experiences across line of business digital/technology platforms and channels in support of evolving member and business needs. * Drives the performance and reliability of the strategy and roadmap, ensuring all key performance & risk indicators and objectives & key results are within expectations. * Partners with Product GMs and other business stakeholders to identify and respond to changing business and/or member needs and subsequently translate into digital/technology action plans. * Accountable for ensuring operational risk controls are in place in accordance with company or regulatory standards and policies. * Builds and manages a high performing team of analytical digital/technology professionals through recruiting, training, coaching, performance management, and related managerial activities. * Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.