Establishes strategic partnerships and maintains effective relationships with assigned CoSA business unit(s) and manages stakeholder interests including but not limited to CFO, HR, IT, and Legal. Applies expert knowledge and acts as a trusted advisor by providing consultation services to internal clients in areas of strategic sourcing, alternatives and solutions, supplier management, third party risk management, and global operations. Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the CoSA and/or horizontally across the enterprise. Understands the customer market strategy and proactively identifies and confirms business requirements. Oversees the development of business process related solutions for clients. Viewed by customers as a consultant. Defines client needs, determines a strategy and develops a plan/proposal for delivery of the project which generally leads to a client's internal process or function being modified for improved efficiency and effectiveness. May involve the recommendation to shift future performance to a third party. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. This position will support strategic transformation that improves MSR effectiveness to enable exceptional omnichannel Member experiences. Job Requirements * Implements and coach's others in the implementation of customer engagement and product development plans. * Develops customer specific business process program plans that align with customer, business deliverable, and enterprise strategy and influence appropriate roadmap(s). * Acquires and applies expert knowledge of the business and leads alignment and development of business deliverable processes and capabilities with business needs. * Plans, directs, and coordinates activities for complex projects. * Manages business process risks by using established methodologies and exercising control plans to ensure alignment with CoSA specific requirements, process requirements, and business needs. * Identifies CoSA and business process risks across all activities. * Develops communication plans for customers and internal stakeholders. * Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies. * Utilizes reporting, data, and analytics to measure process and project performance, deliver operational efficiencies, and inform key stakeholders. Minimum Requirements * Bachelor's degree, OR, 4 additional years' experience beyond the minimum required may be substituted in lieu of a degree. * 6+ years business process consulting or related experience. * Advanced knowledge of the function/discipline and demonstrated application of knowledge, skills and abilities towards work products required. * Advanced level of business acumen in the areas of the business operations, industry practices and emerging trends required. Preferred Requirements * Deep subject matter expertise in retail bank deposit, credit card, and/or consumer lending processes and experiences to include a strong understanding of applicable regulations. * Experience consulting/collaborating with product teams, experience/process owners, etc. to design future state contact center servicing and acquisition processes leveraging industry leading technologies (i.e. Pega). * Experience applying retail bank subject matter expertise while leveraging technology to simplify the customer service representative experience, standardize process execution, and automate where possible. * Ability to identify process risk and determine how mitigate through effective controls * Experience working with multiple stakeholders and developing/executing towards strategic/tactical solutions * Demonstrated ability to effectively collaborate and communicate (written & verbal) with business partners and stakeholders, to include executive leadership 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. At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals. Relocation assistance is not available for this position.