Service Desk Learning & Performance Consultant Lead
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 OpportunityWe are seeking a dedicated Service Desk Learning & Performance Consultant Lead to drive workforce readiness, training effectiveness, and performance improvement across the IT Service Desk organization. Partnering closely with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management teams, this role develops and delivers learning solutions that improve service quality, employee performance, and operational outcomes.Operating within an ITIL-aligned IT Service Management (ITSM) framework, this position leverages performance data, quality insights, and business feedback to identify skill gaps, enhance workforce capabilities, and drive continual service improvement initiatives that improve service reliability, employee experience, and overall Service Desk performance.We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX or Phoenix; AZ. Relocation assistance is not available for this position.What you'll do:Anticipates future enterprise learning and performance/development requirements to support changing business needs.Ensures alignment of learning programs with enterprise to meet business needs.Synthesizes business needs, strategy, and department capabilities into learning solutions that address future challenges.Coaches and mentors peers and cross functional team members to achieve business results.Leads the planning, design, development, implementation, communication, and evaluation of complex learning and development programs and/or experiences.Partners with internal and external individuals to assess business issues and develop executable strategies to address learning program needs and/or drive the development of new programs and activities.Assembles key participants and leads cross functional teams in the strategy development and implementation of learning solutions driving business results.Establishes strategic partnerships with outside vendors and consultants to incorporate industry best practices, trends, processes, and products and services into current learning and development strategies.Leverages human centered design principles to define learning experiences aligned to learner needs.Collaborates with internal business partners to validate that curriculum solutions align ...