Manager, Member Insights & Experience Analytics

PenFed Credit Union; Omaha (NE); Hybrid; USD 79,000 - 145,000; Full time

Benefits offered by this job

Health plan

Dental plan

Vision plan

Paid time off

401(k) match

Education assistance

Life and disability coverage

Volunteer opportunities

Job summary

PenFed Credit Union is seeking a hybrid Manager, Voice of the Member Insights to lead the VOM program across multiple sites including Omaha. You will aggregate member feedback, analyze data, and deliver actionable insights to executives and product teams.

The role requires CX/VoC expertise, data analytics, and strong communication. You will supervise staff, utilize AI tools, and collaborate with Operations to improve member experience and efficiency.

Qualifications

• Bachelor's degree in business, marketing, or a related field.
• 6–7 years in CX/VoC or research practices; financial services preferred.
• At least 3 years in data analysis, management, and analytics.
• 2–3 years leading work or projects; 5 years in a management role preferred.
• Excellent verbal and written communication skills.
• Deep understanding of data analytics, reporting, and data visualization.
• Proficient in Medallia Experience Cloud and/or Qualtrics XM Platform, incl. text analytics.
• Advanced Excel, PowerPoint, and MS Office skills.
• Experience with Salesforce Service Cloud, Sales Cloud, or Financial Services Cloud a plus.
• Experience using AI tools preferred.

Responsibilities

• Administer the Voice of the Member (VOM) program.
• Analyze large data sets to identify trends and insights.
• Create reports, dashboards, and presentations incorporating the member voice for strategic decisions.
• Lead surveys and reporting; curate insights from survey scores and feedback.
• Develop reporting on customer metrics using survey, demographic, and operational data.
• Employ AI tools to optimize member insights.
• Assist in managing the Member Relationship Management program.
• Conduct stakeholder training on feedback tools.
• Plan and evolve the member experience across channels.
• Collaborate with Operations and leaders to socialize outputs and drive outcomes.
• Stay current with industry trends and best practices in member experience.

Skills

Customer experience

VoC

Data analysis

Excel

PowerPoint

MS Office

AI tools

Education

Bachelor's degree in business, Marketing, or related field

Tools

Medallia Experience Cloud

Qualtrics XM Platform

Salesforce Service Cloud

Sales Cloud

Financial Services Cloud

Job description

PenFed Credit Union is seeking a hybrid Manager, Voice of the Member Insights to lead the VOM program across multiple sites including Omaha. You will aggregate member feedback, analyze data, and deliver actionable insights to executives and product teams.

The role requires CX/VoC expertise, data analytics, and strong communication. You will supervise staff, utilize AI tools, and collaborate with Operations to improve member experience and efficiency.