Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics

About this role

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

We are hiring 2 Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics.

As a dedicated Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics, you will be responsible for leading capacity planning and workforce optimization activities for the Retail Storefront Support Team, ensuring effective management of capacity levers, operational performance, and financial resources. This role translates business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes. Success in this role requires strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes through compelling, data-driven storytelling that informs executive decision-making and drives organizational performance.

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, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL, Chesapeake, VA.

Relocation assistance is not available for this position.

What you'll do:

• Leads...