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 InformationHours: - 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.
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From 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 medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
