Chief Member Insights & Growth Analytics

Navy Federal Credit Union; Vienna (VA); Hybrid; USD 140,000 - 220,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Navy Federal Credit Union seeks an experienced leader to oversee Member Research & Analytics, guiding strategy, research programs, and cross-functional collaboration to grow member product usage and channel engagement.

You will manage qualitative and quantitative research, develop metrics, and present senior leadership with actionable recommendations aligned to corporate objectives. Hybrid schedule in Vienna, VA with nationwide market reach.

Qualifications

• Bachelor’s in Marketing, Management, Economics, Finance, or a related field, or the equivalent combination of education, training or experience
• Demonstrated experience to plan, organize, direct lead, and control a multi-function operation
• Proven experience producing desired results and achieving objectives
• In-depth technical knowledge of research methodologies, business strategies, market trends and valuation methods
• Extensive experience with financial and member service operations to include understanding of effective member service philosophy
• Extensive and progressive experience in marketing, accounting, statistics, finance, or economics with respect to business case development for cross-organizational opportunities (practices, initiatives, products, and services)
• Ability to interact with various levels of management
• Highly effective verbal, written and interpersonal communication skills
• Strong leadership and negotiation skills, flexible in controversial situations

Responsibilities

• Oversees market research for member growth/retention and fulfillment of product/service and channel needs tailored to specific membership segments
• Selects and directs qualitative and quantitative member research for products and services, including product awareness, competitive status (positioning), and communications
• Identifies, through member opinion and behavioral research, pertinent features and enhancements for products/services and channels
• Evaluates market channels, response levels and market penetration statistics to improve and/or redirect marketing and research efforts
• Guides research methodology and techniques
• Presents recommendations to senior management based on all available research
• Plans, organizes, directs, and controls all functions of Member Research & Analytics
• Develops and establishes objectives, goals, policies, priorities, procedures, and standards for the function, aligning them with overall corporate strategic objectives
• Ensures provision of key corporate metrics, including Member Satisfaction, product/services per member, brand awareness and other strategic plan measurements as required
• Plans and develops (short-term and long-term) strategies to grow and implement expanded product, service and channel offerings targeted to specific demographic and geographic markets
• Oversees contracts with third party vendors to ensure that contract and service terms are fulfilled accurately, on time and within budget
• Measures the success and effectiveness of products, services, and channels in terms of conversion, utilization, and economic return
• Directs and oversees tasking of business data trustee within the department
• Performs senior management duties to include: Provides key projections and analyses in the preparation and monitoring of the division's Annual Financial Plan; Selects managers and other key personnel; Manages and oversees expenses and capital expenditures; Ensures adequate staffing, completes/approves performance appraisals, oversees employee training/development, recommends disciplinary actions, and counsels employees; Manages merit pay in accordance with specified objectives and guidelines
• Perform other duties as assigned

Skills

Market research

Leadership

Strategic planning

Vendor management

Data analytics

Education

Bachelor's in Marketing/Management/Economics/Finance

Experience leading multi-function operations

Job description

Navy Federal Credit Union seeks an experienced leader to oversee Member Research & Analytics, guiding strategy, research programs, and cross-functional collaboration to grow member product usage and channel engagement.

You will manage qualitative and quantitative research, develop metrics, and present senior leadership with actionable recommendations aligned to corporate objectives. Hybrid schedule in Vienna, VA with nationwide market reach.