Vice President, Member Research & 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

Overview

To determine and maintain a comprehensive member research strategy and oversee market research activities using appropriate economic, financial, competitive member information and analysis. To foster growth and retention of member product and service usage through effective and efficient channel engagement.

Responsibilities

• Oversees market research for member growth/retention and fulfillment of product/service and channel needs tailored to specific membership segments
• Selects and directs qualitative and quantitative member research for products and services, including product awareness, competitive status (positioning), and communications
• Identifies, through member opinion and behavioral research, pertinent features and enhancements for products/services and channels
• Evaluates market channels, response levels and market penetration statistics to improve and/or redirect marketing and research efforts
• Guides research methodology and techniques
• Presents recommendations to senior management based on all available research
• Plans, organizes, directs, and controls all functions of Member Research & Analytics
• Develops and establishes objectives, goals, policies, priorities, procedures, and standards for the function, aligning them with overall corporate strategic objectives
• Ensures provision of key corporate metrics, including Member Satisfaction, product/services per member, brand awareness and other strategic plan measurements as required
• Plans and develops (short-term and long-term) strategies to grow and implement expanded product, service and channel offerings targeted to specific demographic and geographic markets
• Oversees contracts with third party vendors to ensure that contract and service terms are fulfilled accurately, on time and within budget
• Measures the success and effectiveness of products, services, and channels in terms of conversion, utilization, and economic return
• Directs and oversees tasking of business data trustee within the department
• Performs senior management duties to include:
  • Provides key projections and analyses in the preparation and monitoring of the division's Annual Financial Plan
  • Selects managers and other key personnel
  • Manages and oversees expenses and capital expenditures
  • Ensures adequate staffing, completes/approves performance appraisals, oversees employee training/development, recommends disciplinary actions, and counsels employees
  • Manages merit pay in accordance with specified objectives and guidelines
• Perform other duties as assigned

Qualifications

• Bachelor's in Marketing, Management, Economics, Finance, or a related field, or the equivalent combination of education, training or experience
• Demonstrated experience to plan, organize, direct lead, and control a multi-function operation
• Proven experience producing desired results and achieving objectives
• In-depth technical knowledge of research methodologies, business strategies, market trends and valuation methods
• Extensive experience with financial and member service operations to include understanding of effective member service philosophy
• Extensive and progressive experience in marketing, accounting, statistics, finance, or economics with respect to business case development for cross-organizational opportunities (practices, initiatives, products, and services)
• Ability to interact with various levels of management
• Highly effective verbal, written and interpersonal communication skills
• Strong leadership and negotiation skills, flexible in controversial situations

Desired Qualifications

• Master's in Marketing, Management, Economics, Finance, or a related field, or the equivalent combination of education, training or experience
• Extensive experience managing Product Development Lifecycles for financial products and services
• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives

Additional Information

Hours:

• Monday - Friday, 8:00 AM - 4:30 PM Hybrid

Locations:

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Dr. Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 2260

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity:

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations:

If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Bank Secrecy Act:

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.