Voice of Customer Program & Analytics Manager - Eugene, Oregon

PenFed Credit Union; Eugene (OR); On-site; 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

Job Overview

PenFed is hiring a (Hybrid) Manager, Voice of the Member Insights at our San Antonio, Texas; Omaha, Nebraska; Eugene, Oregon or Tysons, Virginia location. The primary purpose of this position is to administer PenFed's Voice of the Member (VOM) program, which aggregates member feedback across several channels and incorporates emerging feedback into comprehensive, actionable insights that are consumable by C-suite and senior leaders, as well as Product Management and Member Service teams. As part of VOM, this position will also support PenFed's Member Survey and Member Relationship Management programs.

Responsibilities

• Administer the Voice of the Member (VOM) program that collects and analyzes feedback across the member's lifecycle, including surveys, complaints, and sentiment.
• Analyze large data sets to identify trends, patterns, and other actionable insights.
• Use data to synthesize high-quality reports, dashboards and presentations that incorporate the member's voice in key business strategic decisions, drives accountability across the organization, and improves business outcomes.
• Lead the development and management of member interaction surveys, produce dashboards, recurring and ad-hoc reporting, and insight curation resulting from the survey score and feedback.
• Develop reporting on key customer metrics utilizing survey data, demographic data, and operational data.
• Effectively employ AI tools and maintain competency with artificial intelligence technologies to optimize member experience insights.
• Assist in the management of PenFed's Member Relationship Management program, which assesses all members across a variety of qualitative and quantitative metrics to assess member health & behaviors and member value to inform campaigns designed to improve member engagement and overall member satisfaction.
• Conduct stakeholder training on the best use of member feedback tools.
• Support the planning, program innovation and definition and evolution of the member experience across all channels.
• Liaise with Operations and other business leaders within PenFed to socialize output from the VOM program and drive outcomes around improving member experience, increasing efficiency, and reducing costs.
• Stay current with the latest innovations, trends and industry best practices in member experience and recommend ways to incorporate these practices into the approach for PenFed.
• As a member of the Operations leadership team, maintains functional knowledge of all key Operational areas and provides oversight and input on strategic and tactical initiatives, as well as opportunities for improved business processes.

Qualifications

• Bachelor's degree in business, Marketing, or related field
• Six (6) to Seven (7) years of professional experience required with experience in customer experience (CX), Voice of the Customer (VoC) and/or research practices and principles, financial institution preferred.
• Minimum of three (3) years in a role supporting applied data analysis, management, and analytics
• Two (2) to three (3) years of experience leading work, projects or peers required with five (5) years of experience in a management role preferred.
• Excellent verbal and written communication skills required.
• Deep understanding of data analytics, reporting, and data visualization
• Ambitious and creative problem-solving skills required.
• Proficient in Customer Experience Management tools such as Medallia Experience Cloud and/or Qualtrics XM Platform, including text analytics solutions.
• Advanced Excel, PowerPoint, and Microsoft Office skills
• Experience with Salesforce Service Cloud, Sales Cloud, or Financial Services Cloud a plus
• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There Are No Additional Certifications Required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on call may be required.

Pay Transparency

The anticipated starting salary range for this role is $79,400.00 - $144,776.00

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

Benefits

• Health, dental, and vision plans
• Paid time off
• Family-friendly benefits like paid parental leave, care support, and fitness center access
• 401(k) match
• Employee loan discounts
• Fully paid life and disability coverage
• Education assistance
• Community involvement
• Volunteer opportunities

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real-estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at [e-mail].