Assistant Vice President, Member Communications Orchestration & Analytics

Overview

To plan and direct the operations of Marketing communications, AI and Analytics, providing high quality member interactions via online (i.e., Digital) and offline channels. To identify, develop and execute data driven marketing strategies to ensure optimal competitiveness of Navy Federal services. Use data and intelligence to ensure member-centric experiences, anticipate member needs, service members more quickly and accurately, deliver individualized and personalized member engagements while also delivering on operational efficiencies. Serve as subject matter expert regarding Marketing AI and analytics. Support executive management in developing and executing strategic plans.

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Responsibilities

• Develop and oversee Marketing Communications & Analytics team long- and short-term strategic plans and business goals to align with Marketing department, enterprise and member satisfaction goals and objectives; these are based upon research results identifying trends, best practices, actionable member insights and analysis of internal and external business environments
• Lead the identification of new and innovative technologies, including those that use AI/ML, that enhance marketing communications to members.
• Determine when, how and costs to implement such changes while ensuring/formulating proper pricing strategies
• Design and formulate implementation plan for the release, packaging and testing of Marketing AI solutions to include schedules, selected technologies, and usage/applications, etc.; oversee the execution of systems implementations and improvements associated with the marketing communication arbitration and orchestration platform
• Lead large-scale strategic projects that generate short and long-term business value, ensuring projects are prioritized, resourced appropriately, and on schedule by working effectively with Project/Program Managers/Scrum Masters, using Agile methodology
• Partner with Data Science, Compliance and other Navy Federal teams on AI/Machine Learning model governance that ensures transparency, fairness, and accountability
• Oversee benchmarking and trend analysis to drive continuous improvement and improve acquisition, nurture, and retention efficiency, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency Oversees identification of next best actions and the business rules, models, and data needed to support business goals
• Provide direction and input to Marketing to develop data-led marketing strategies and identify opportunities to apply data and intelligence (including AI) to improve operations or deliver better service
• Provide forward-thinking expertise in current and emerging Marketing AI trends, technologies, and practices
• Oversee the operations of dashboard creation, deep dive analytics and other business intelligence activities to identify potential business opportunities which may require creative and innovative digital strategies and AI/ML technology
• Establish and maintain effective vendor relationships including contract negotiations, system functionality and performance, vendor performance, adherence to service level agreements, and identification of additional product strategies and opportunities
• Represent the Marketing Division as liaison to Navy Federal committees, other Departments, and senior management about Marketing AI and Analytics; lead change management efforts, cross-functional initiatives, and department/organization projects
• Oversee the preparation of reports and presentations for executive management
• Perform supervisory/managerial responsibilities
• Set direction to ensure goals and objectives align with corporate and division strategy
• Select management and other key personnel; oversee talent development/succession planning
• Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
• Oversee the preparation and execution of department/division AFP
• Manage merit pay in accordance with specified objectives and guidelines
• Leadership Level - Lead staff and/or supervisors
• Perform other duties as assigned

Qualifications

• Significant progressively responsible experience in leading and managing large, complex initiatives that have a large member-facing impact, preferably in a large financial services organization, including operational and regulatory risks and controls
• Complete Pega Decisioning Architect certification coursework within the first year
• Extensive knowledge of marketing, advertising principles, and related best practices
• Extensive experience in using insights, analytics, and performance metrics to form strategies, make decisions and communicate findings clear and concisely
• Extensive knowledge of the marketing campaign "life-cycle" management, broad range of marketing research tools and technologies
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Advanced knowledge of, and significant experience in credit union and/or retail banking operations
• Advanced knowledge of banking/financial industry trends, products and services
• Significant experience working with all levels of management to drive business results, improve competitive posture, operational efficiency, member experience, and service quality
• Significant experience in delivering presentations to virtual and in-person teams
• Significant experience demonstrating thought-leadership, initiative-taking, decision making and creativity solving business problems
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Advanced leadership skills, marked by poise, positive influence, and the ability to drive change
• Advanced problem solving, collaboration, critical thinking, team building, and presentation skills
• Advanced skill leading with diplomacy and tact while maintaining appropriate assertiveness and persistence
• Advanced analytical/quantitative, reconciliation and deductive reasoning skills
• Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert skill using innovative thinking to solve problems and facilitate the decision-making process
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert skill communicating thoughts, concepts, practices effectively at all levels, adjusting as needed to a target audience
• Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert verbal, interpersonal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills (e.g., Microsoft Access, Excel, PowerPoint, etc.
• Bachelor's degree in Marketing, Business, or related field, or the equivalent combination of experience, education, and training

Desired Qualifications

• Master's Degree Marketing, Business, or in related field or the equivalent combination of training, education, and experience
• Advanced knowledge of Navy Federal products, services, programs, policies, and procedures

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180

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