Marketing Manager Lead - Inbound Channels & Personalization

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 seeking a highly strategic and data-driven marketer to own Property & Casualty (P&C) Marketing's inbound channel strategy. This individual will lead the development, execution, optimization, and expansion of personalized digital experiences across owned channels, including USAA.com, mobile app experiences, digital placements, onboarding experiences, and future inbound touchpoints.

This role will be responsible for leveraging Next Best Experience (NBE), Next Best Action (NBA), personalization, and decisioning capabilities to deliver member-centric experiences that improve engagement, product acquisition, retention, digital adoption, and member satisfaction. The role will serve as the primary marketing stakeholder for inbound channel experiences and partner closely across Marketing, Member Value, Digital Product, Analytics, MarTech, IT, and business teams to identify, prioritize, launch, and optimize experiences.

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, Charlotte, NC, Colorado Springs, CO, and Tampa, FL.

Relocation assistance is not available for this position.

What you'll do

Inbound Channel Strategy & Ownership

Own and evolve the P&C inbound channel marketing strategy across authenticated and unauthenticated digital properties.

Develop a multi-year roadmap to expand marketing opportunities across existing and emerging inbound placements.

Identify opportunities to improve member engagement, cross-sell, retention, onboarding, servicing, and policyholder value through personalized experiences.

Define channel goals, KPIs, success metrics, and optimization priorities.

Personalization, NBE & Decisioning

Lead P&C marketing's utilization of NBE/NBA and personalization capabilities to deliver relevant member experiences.

Partner with Member Value and Compass teams to develop audience strategies, triggers, decisioning logic, content frameworks, and experience prioritization.

Influence prioritization of experiences across products, servicing, advice, and member moments.

Expand personalization strategies through audience intelligence, behavioral triggers, propensity models, and contextual decisioning.

Testing & Experimentation

Lead A/B testing and test-and-learn programs across experiences, placements, audiences, content, and offers.

Establish experimentation roadmaps focused on incrementality and measurement.

Partner with Analytics to build robust testing methodologies and statistically valid readouts.

Translate learnings into actionable channel and experience improvements.

Performance & Analytics

• Own experience performance reporting and optimization plans.
• Analyze engagement, conversion, product acquisition, retention, and member value outcomes.

Develop hypotheses based on member behavior, channel performance, and business opportunities.

Create executive-level recommendations and business cases supported by data.

What you have

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 or more years of relevant business support and / or general analysis experience.
• Demonstrated leadership experience.

Subject-matter-expert knowledge of Microsoft Office Tools to include Word, Excel and Access.

Subject-matter-expert knowledge of relevant industry data sources.

What sets you apart

• Insurance, financial services, banking, fintech, or highly regulated industry experience.
• Experience with Salesforce Personalization, Pega, or similar personalization platforms.
• Knowledge of customer data platforms (CDPs), audience management, or identity resolution.
• Familiarity with lifecycle marketing and onboarding journeys.
• Experience working with mobile app and website optimization programs.
• Understanding of member/customer segmentation frameworks.
• Exposure to AI-driven marketing decisioning and predictive modeling.
• Experience owning personalization or next best experience strategies.

Successfully scaled personalization programs across multiple channels and customer journeys.

Experience connecting personalization to member lifetime value and business outcomes.

Proven success optimizing placement strategy, content strategy, and digital experience performance.

Experience driving measurable lifts in engagement, conversion, acquisition, or retention through digital experience improvements.

• Experience launching new placement zones, experience inventories, or content ecosystems.
• 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.