below marketmost similar roles pay hereabove market
This role pays more than
96%
of similar roles. Most pay
$136,050–$212,656
— the blue band above.
At the midpoint, this role pays about
$314k
versus about
$174k
for comparable roles.
Based on 240 similar postings.
Employer
About USAA
USAA (United Services Automobile Association) is a San Antonio-based Fortune 500 financial services company founded in 1922, dedicated to providing insurance, banking, and investment solutions exclusively to U.S. military members, veterans, and their families.
USAA currently has
65 open roles
on FindRole.
Listed pay typically runs
$114,080–$218,030
across 42 roles with salary data.
AVP, Digital Service - Life, Health & Annuities serves as a transformational leader within the LifeCo Operations team, defining the future of digital servicing for Life, Health, and Annuity businesses. This role owns the end-to-end digital experience for both direct-to-member and third-party distributed channels, including independent agents and financial advisors. Key responsibilities include leading the strategy and roadmap for web, mobile, IVR, conversational AI, digital messaging, authentication, and self-service capabilities. The position focuses on simplifying journeys for policy inquiries, claims, and payments while driving measurable outcomes like call deflection and cost-to-serve reduction. The successful candidate will leverage expertise in intelligent automation and modern authentication to build scalable digital solutions that support a growing third-party distribution model while maintaining high-touch service standards in a highly regulated environment.
Define and execute the digital service vision for members, policyholders, and distribution partners across Life, Health, and Annuity businesses.
Lead the strategy, roadmap, and evolution of digital servicing across web, mobile, IVR, conversational AI, and self-service capabilities.
Drive measurable improvements in digital containment, call deflection, self-service adoption, and overall cost-to-serve performance.
Reimagine and simplify digital journeys for policy inquiries, beneficiary management, claims status, payments, and document delivery.
Build and scale digital servicing capabilities that support third-party distribution models for independent agents and financial advisors.
Partner with Technology, Product, Experience Design, and Operations leaders to deliver integrated, enterprise-scale digital solutions.
Establish and manage key performance indicators including Digital CSAT, NPS, and authentication success rates.
Build and lead high-performing teams while fostering a culture of innovation, accountability, and member advocacy.
What we're looking for
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.
6+ years of experience building, leading, and developing high-performing teams and organizational capabilities.
Deep expertise in digital channels including web, mobile, IVR, digital messaging, authentication, self-service, and emerging technologies like conversational AI.
Experience supporting digital experiences for customers, advisors, or agents within financial services, insurance, wealth management, banking, or healthcare.
Experience working within Agile product development and delivery organizations.
Strong understanding of regulatory requirements, risk management frameworks, and compliance considerations within highly regulated environments.
Deep experience leading digital service or product organizations within the Life Insurance industry (preferred).
Agile
Lean Product Development
Lean Portfolio Management
AI
Automation
Advanced Analytics
Data Analysis
Experience Design
Human Centered Design
Customer Communications Management
CCM
Roadmap Development
Journey Mapping
Process Engineering
KPI
Data Strategy
Data Governance
Data Operations
Data Quality
Data Product Management
data, lineage
Business Case Development
Cloud Data Platforms
AI/ML
Generative AI
DevSecOps
CI/CD
APIs
Distributed Systems
Containers
Full-Stack Engineering
AI-Assisted Development
Agentic AI
Software Architecture
Observability
Automated Testing
Data Governance
Mobile Capabilities
Platform Modernization
AI
machine-learning
LLM Gateways
APIs
Distributed Systems
Telemetry
Observability
Kong
MCP
A2A
FinOps
Identity and Authorization
Red Teaming
Drift Detection
Model Lifecycle Management
Policy Engines
Data Architecture