Hybrid Manager, Member Insights & Experience Analytics

PenFed Credit Union; Eugene (OR); Hybrid; USD 79,400 - 144,776; Full time

Benefits offered by this job

Health, dental, and vision plans

Paid time off

401(k) match

Parental leave

Life and disability coverage

Education assistance

Volunteer opportunities

Job summary

PenFed Credit Union is seeking a Manager, Voice of the Member Insights in a hybrid role across Eugene, OR and other locations. You will administer the VOM program, analyze feedback, and translate insights into dashboards and presentations for executives and product teams.

The role requires CX/VoC expertise, data analytics, and experience with Medallia and Qualtrics, plus AI tools. Strong communication and leadership are essential.

Qualifications

• Bachelor's degree in business, Marketing, or related field
• Six to seven years of professional experience in CX/VoC/research with financial-institution context preferred
• At least three years in data analysis, management, and analytics
• Two to three years leading work/projects; five years in a management role preferred
• Excellent verbal and written communication skills
• Strong data analytics, reporting and visualization knowledge
• Experience with AI tools is a plus

Responsibilities

• Administer the Voice of the Member (VOM) program, analyzing feedback from surveys, complaints, and sentiment
• Identify trends in large data sets to produce actionable insights
• Create reports, dashboards, and presentations that reflect member voice for senior leadership
• Develop and manage member interaction surveys and corresponding dashboards and reports
• Report on customer metrics using survey, demographic, and operational data
• Leverage AI tools to optimize member experience insights
• Support the Member Relationship Management program and related campaigns
• Provide stakeholder training on feedback tools
• Help shape member experience strategies across channels
• Collaborate with Operations and other leaders to socialize VOM outputs and drive improvements
• Stay updated on industry best practices in member experience

Skills

CX (Customer Experience)

VoC (Voice of the Customer)

Data analytics

Excel

PowerPoint

Salesforce

Medallia Experience Cloud

Qualtrics XM

AI tools

Education

Bachelor's degree in business/Marketing or related field

Tools

Salesforce Service Cloud

Salesforce Sales Cloud

Salesforce Financial Services Cloud

Medallia Experience Cloud

Qualtrics XM Platform

Job description

PenFed Credit Union is seeking a Manager, Voice of the Member Insights in a hybrid role across Eugene, OR and other locations. You will administer the VOM program, analyze feedback, and translate insights into dashboards and presentations for executives and product teams.

The role requires CX/VoC expertise, data analytics, and experience with Medallia and Qualtrics, plus AI tools. Strong communication and leadership are essential.