Head of Member Insights & Growth Analytics

Navy Federal Credit Union; Pensacola (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

Navy Federal Credit Union is seeking a senior leader to establish and oversee a comprehensive member research strategy. The role drives market research for member growth and retention across products and channels, guiding methodology and presenting actionable recommendations to senior management.

The position requires strong leadership, deep knowledge of research methods, and experience managing a multi-function analytics team. Hybrid work options available; located in diverse markets.

Qualifications

• Bachelor's in Marketing, Management, Economics, Finance, or related field
• Proven experience to plan, organize, direct lead, and control a multi-function operation
• In-depth knowledge of research methodologies, market trends and valuation methods
• Extensive experience with financial and member service operations to include member service philosophy
• Ability to interact with various levels of management
• Strong leadership, negotiation, and communication skills

Responsibilities

• Oversees market research for member growth/retention and fulfillment of product/service and channel needs tailored to specific membership segments
• Directs qualitative and quantitative member research for products and services, including product awareness and competitive status
• Identifies features and enhancements for products/services and channels based on member research
• Evaluates market channels, response levels and market penetration statistics to improve marketing and research efforts
• Presents recommendations to senior management based on all available research
• Plans and directs all functions of Member Research & Analytics
• Develops objectives, goals, policies, priorities, procedures, and standards aligned with corporate strategy
• Ensures provision of key corporate metrics such as Member Satisfaction and brand awareness
• Oversees contracts with third party vendors and ensures terms are fulfilled on time and within budget
• Measures success of products, services, and channels in terms of conversion and economic return
• Performs senior management duties including budgeting, staffing, and performance management

Skills

Market research

Leadership

Budget management

Strategic planning

Verbal & written communication

Negotiation

Education

Bachelor's degree in Marketing, Management, Economics, Finance or related field

Master's preferred in Marketing, Management, Economics, Finance or related field

Tools

Statistical methods

Job description

Navy Federal Credit Union is seeking a senior leader to establish and oversee a comprehensive member research strategy. The role drives market research for member growth and retention across products and channels, guiding methodology and presenting actionable recommendations to senior management.

The position requires strong leadership, deep knowledge of research methods, and experience managing a multi-function analytics team. Hybrid work options available; located in diverse markets.