Lead Business Operations Analyst - Claims Workforce Analytics

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

As a Lead Business Operations Analyst for Claims Workforce Analytics, you will have a strong focus on workforce analytics, requiring consistent delivery of reporting, effective packaging of that information, and confident presentation of findings. This position demands a candidate who can function akin to a Project Manager, demonstrating skills in forecasting, workload planning, and project management to drive operational efficiency and strategic decision-making. The ideal analyst will leverage data-driven insights to optimize workforce operations, predict staffing needs, and contribute to comprehensive workforce planning strategies aligned with business objectives. They will also be responsible for analyzing trends, identifying patterns, and translating complex data into actionable recommendations for management.


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

Relocation assistance is not available for this position.

What you'll do:

• Partners with the business and Information Technology to meet the needs for COSA data reporting, analytics and complex projects.
• Manages the compilation, analysis and reporting of COSA data.
• A subject matter expert in consulting and advising business partners on ad hoc or undefined matters related to business analytics and decision support solutions.
• Identifies and pursues opportunities to utilize advanced data delivery and business solutions techniques to optimize their contribution to resolving business issues.
• Interacts across key stakeholders to deliver and increase efficiency and effectiveness of the reporting needs.
• Ensures teams maintain understanding of business processes, supporting data and applications and strategic direction.
• Directs quality work efforts, team assignments and problem resolution.
• Provides consulting to define the problem, provides insights into what happened and when, and suggests alternative performance metrics.
• Fosters proactive communication between business/enterprise processes and analytics team to improve delivery, value and integration of analytics into business/enterprise processes.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree in Science, Technology, Engineering or Mathematics (STEM) or related degree discipline is required; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of reporting and/or data management experience with accountability for complex tasks and/or projects leveraging applicable tools and languages (Example: SQL, Python, GGplot, Tableau)ORAdvanced degree in Science, Technology, Engineering or Mathematics (STEM) or related degree discipline with 6 years of reporting and/or data management experience with accountability for complex tasks and/or projects leveraging applicable tools and languages ((Example: SQL, Python, GGplot, Tableau).
• Demonstrated knowledge of the function/discipline demonstrated through application of knowledge, skills, abilities, and technologies towards work products required. (Example: Querying, Data Wrangling, Report Development, Requirements Gathering).
• Proven experience with data mining, complex data manipulation, and identifying key insights to translate into business solutions.
• Strong interpersonal and communication skills to deliver information effectively and influence all levels of management.
• Comprehensive knowledge of applicable compliance and regulatory data requirements and ability to develop, document, and maintain policy/procedures in adherence to these requirements.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Workforce Analytics Expertise: Proven ability to consistently deliver insightful workforce analytics, including comprehensive reporting, effective data visualization and packaging, and compelling presentation of findings to various stakeholders.
• P&C Claims Expertise: In-depth knowledge and experience within the Property and Casualty (P&C) insurance claims domain, including understanding of claims processes, regulations, and operational workflows. This expertise should ideally include experience with claims analytics, reporting, and forecasting within the P&C sector to support workload planning and operational efficiency.
• Project Management Acumen: Demonstrated experience in project management principles, with the capacity to manage workload planning, forecast resource needs, and oversee projects from initiation to completion.
• Forecasting and Workload Planning: Skilled in analyzing current and future talent needs, forecasting resource requirements, and developing strategic workload plans aligned with organizational goals.
• Stakeholder Communication and Presentation: Ability to effectively communicate complex analytical concepts and data-driven recommendations to diverse audiences, influencing decision-making and driving action.
• Data Analysis and Reporting: Proficient in data collection, analysis, and interpretation using various tools, with a strong track record of creating clear, accurate, and actionable reports.

Compensation range: The salary range for this position is: $114,080 - $218,030

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.


Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.


USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.