Director of Member Insights & Experience Analytics

PenFed Credit Union; McLean (VA); Hybrid; USD 79,000 - 145,000; Full time

Benefits offered by this job

Health, dental, and vision plans

Paid time off

401(k) match

Employee loan discounts

Life and disability coverage

Job summary

PenFed Credit Union seeks a Manager, Voice of the Member Insights to lead our Voice of the Member program. Responsibilities include administering feedback across the member lifecycle, building dashboards, and delivering senior-level insights that inform strategy and product decisions.

You will synthesize customer metrics from surveys and operational data, leverage AI tools, and collaborate with Operations to improve engagement and reduce costs.

Qualifications

• Bachelor's degree in business, marketing, or related field.
• Six to seven years of professional experience in CX, VoC or related research practices.
• Three years in data analysis and analytics.
• Two to three years leading work or projects; five years in a management role preferred.
• Excellent verbal and written communication skills.
• Deep understanding of data analytics, reporting, and data visualization.
• Proficiency with CX tools such as Medallia Experience Cloud and/or Qualtrics XM Platform, including text analytics.

Responsibilities

• Administer the Voice of the Member (VOM) program, collecting/analyzing feedback across the member lifecycle.
• Analyze large data sets to identify trends and actionable insights.
• Create reports, dashboards, and presentations reflecting member voice for senior leadership.
• Lead development of member interaction surveys and associated reporting.
• Develop reporting on customer metrics using survey, demographic, and operational data.
• Employ AI tools to optimize member experience insights.
• Support the Member Relationship Management program and assess member health and engagement.
• Conduct stakeholder trainings on member feedback tools.
• Plan and evolve the member experience across channels.
• Collaborate with Operations to socialise VOM outputs and drive improvements.

Skills

Verbal and written communication

Data analytics

Data visualization

Excel/Office suite

CX tools (Medallia/Qualtrics)

AI tools

Project leadership

Education

Bachelor's degree in business/marketing or related field

Tools

Medallia Experience Cloud

Qualtrics XM Platform

Sales Cloud/Service Cloud

AI tools

Excel

Job description

PenFed Credit Union seeks a Manager, Voice of the Member Insights to lead our Voice of the Member program. Responsibilities include administering feedback across the member lifecycle, building dashboards, and delivering senior-level insights that inform strategy and product decisions.

You will synthesize customer metrics from surveys and operational data, leverage AI tools, and collaborate with Operations to improve engagement and reduce costs.