Overview
The Senior Marketing Experience Owner is self-motivated, imaginative, and energetic about enhancing the member experience and will drive the vision, direction, and development of programs and projects for the betterment of our members. Partner closely with members of cross-functional teams and stakeholders (i.e. Solution and System Architects, Developers, Analysts, Data Scientists, Scrum Masters, etc.) to ensure what is delivered fulfills strategic needs and drives a superior member experience. Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Anticipate internal and/or external business challenges and recommend process, product, or service improvements. Interact with senior leadership and serve as subject matter expert.
Responsibilities
Collaborate with a cross-functional team to define and launch new and innovative member communication decisioning strategies in Pega Customer Decision Hub (CDH)
Streamline the execution of program priorities while maintaining the conceptual and technical integrity of the next best action taxonomy, strategies, actions and treatments for the Scrum Team
Lead, influence, and motivate Scrum Team and stakeholders towards continuous improvement of member communication decisioning strategies
Translate program vision into epics and guide Scrum Team in the definition of corresponding user stories
Direct and manage the next best action strategies and channel integrations backlog, including refinement of stories and sprint planning with the cross-functional team, and own the prioritization
Partner with research analysts to integrate user research and market analysis into next best action definition and enhancement
Analyze product and service uptake, usage and other empirical data and how that relates to key member needs to determine changes in prioritization
Regularly analyze true needs for member communications across the entire taxonomy (e.g., Nurture, Grow, Retain, Service) and constantly push for clear understanding of value
Serve as an agent of change for Marketing, looking for new ways to solve problems for members and collaborate as a team
Assist in leading organizational understanding, alignment, and enthusiasm for next best action/conversation, and the positive member experience it delivers; define and implement strategies for internal stakeholders who are resistant to change
Proactively work with team to formulate creative ideas or solutions for potential issues
Guide and analyze benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance and the member experience
Stay current with marketing automation and real-time interaction manager technology as well as government/policy impacts and industry best practices
Partner with the Data Science team to evaluate adaptive model/AI performance and make recommendation such as additional predictors (such as propensity models), longer action run time, and engagement policy changes to increase response size and positive responses
Manage multiple marketing initiatives with the most complex scope and impact under tight deadlines; determine when next best actions should be launched to meet internal client expectations
Deliver compelling and effective communications and presentations to senior management
Develop and recommend enhancements to improve operational process and procedures
Lead, guide, train, and mentor less experience staff
May assist team leadership in selecting employees and providing performance appraisal input
Perform other related duties as required
Qualifications
Extensive experience in agile product ownership
Extensive experience leading, shaping, and developing innovative solutions while managing business risks
Significant experience in market and consumer research, project management, and analysis in support of strategic planning initiatives
Significant experience in designing, implementing and enabling Marketing and Decisioning software (i.e. Pega, Cordiant, Infor CRM Epiphany, SmartFocus, Experian, etc.)
Ability to multi-task and prioritize with minimal direction and assertiveness to change team processes quickly
Significant experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams, and external partner team members
Advanced knowledge of project and program management processes and methodologies; ability to learn different collaboration or product management tools quickly
Advanced skill building relationships through rapport, trust, diplomacy and tact
Advanced analytical and conceptual skills to create original concepts and theories for various projects
Advanced skill delivering presentations to groups of various sizes
Advanced skill communicating with stakeholders, team members, and leaders effectively and productively
Advanced skill in problem solving, influencing, and negotiating, and guiding strategic thinking
Advanced skill exercising initiative to produce desired results and achieve objectives
Advanced verbal, written and interpersonal communication skills
Bachelor's Degree in Marketing, Business, Information Technology, Strategy, or the or the equivalent combination of education, training or experience
Desired Qualifications
Experience in technology or entrepreneurship
Advanced knowledge of credit union operations/processes and procedures
Advance knowledge of Navy Federal's functions, philosophy, operations, systems, and organizational objectives
Master's Degree in Marketing, Business, Information Technology, Strategy, or the equivalent combination of education, training, or experience
Hours: Monday - Friday, 8:00AM - 4:30PM
Locations: 820 Follin Ln, Vienna, VA 22180 | 5550 Heritage Oaks Dr, Pensacola, FL 32526
About Us
You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
• Military Times 2022 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
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
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.