Assistant Manager, Member Research Analytics

Overview

Plan and direct the execution of analysis and synthesis of member research findings to uncover deeper insights into member perceptions, preferences, and behaviors, with heavy emphasis on research and analysis of member satisfaction, loyalty and experience in order to guide and develop a member engagement strategy for Navy Federal and its subsidiaries. Deliver critical, high quality and actionable insights/recommendations, which will be used to drive business decisions and influence Navy Federal's strategic initiatives and objectives.

Responsibilities

• Assist AVP, Member Research Analytics in planning, directing and managing the team to ensure a consistent internal and external member experience
• Assist the AVP in establishing business unit goals, tactics, reporting and data elements that align with the corporate strategic goals
• Assist in developing, defining and revising policies and procedures
• Execute complex analytic projects through various methodologies ; create summaries, proposals and predictive metrics that will impact membership experience and satisfaction and inform business decisions and strategy. .
• Integrate member research data with other internal data sources (e.g., behavioral, demographic, transactional, operational) to develop a comprehensive understanding of member needs and behaviors.
• Oversee and lead key member/consumer analytic projects with considerable impact through analysis of primary research results in order to extract actionable insights that inform member experience and strategic initiatives
• Identify patterns and signals in data that reveal emerging trends and drivers of member satisfaction and loyalty.
• Collaborate with internal stakeholders to translate insights into strategic recommendations that improve member engagement and business outcomes.
• Support the development of frameworks and models that link member experience metrics to business performance.
• Oversee and package strategic and analytical insights into clear, concise and unbiased presentations to senior management, stakeholders and other audiences
• Consult and partner with senior management and key stakeholders to understand the strategic goals and key metrics as they relate to the member experience; impact decision-making and guide initiatives by providing relevant member insights
• Serve as an advocate for membership by keeping members' perspectives and needs at the forefront of corporate strategy; primary point of contact for all member experience related studies (tracking and ad hoc)
• Seek, develop and maintain vendor relationships to ensure quality data and system resources, and collaborative problem resolution
• Actively monitor industry trends, best practices, and updated/new analytical and research services offered
• Perform other duties as assigned

• Significant experience in using data analysis and visualization to garner insights, develop metrics and to form strategies, make decisions and communicate findings clear and concisely
• Proficiency in integrating and interpreting data from multiple sources to uncover meaningful insights.
• Experience collaborating with cross-functional teams and influencing stakeholders at all levels.
• Experience with data visualization tools (e.g., Tableau, Power BI) and statistical software (e.g., SPSS, R, Python).
• Excellent written and verbal communication skills, with the ability to present complex findings in a clear and compelling manner
• Advanced knowledge across a broad range of research and analysis tools and technologies
• Significant experience with data analysis and visualization
• Ability to leverage expertise with credibility and impact to influence and build consensus with business partners of all levels
• Experience in leading, guiding and mentoring others
• Experience in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Working knowledge of financial industry trends, products and services
• consumer research vendors and consulting
• Effective skill in exercising initiative and using good judgment to make sound decisions
• Advanced database, word processing and spreadsheet skills
• Advanced interpersonal, verbal and written communication skills
• Advanced organizational, planning and time management skills
• Bachelor's degree in Marketing, Business, Mathematics, Data Science, Statistics or related field, or the equivalent combination of experience, education and training

• Knowledge of marketing analytics, customer segmentation, and predictive modeling.
• Working knowledge and experience with design thinking framework, tools and applications
• Working knowledge of Navy Federal products, services, programs, policies, and procedures
• Master's Degree in Marketing, Business, Mathematics, Data Science, Statistics or in related field or the equivalent combination of training, education, and experience