AVP, Consumer Banking Experience & Engagement

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) AVP, Consumer Banking Experience & Engagement at our Tysons, Virginia location.  The primary purpose of this job is to be responsible for end-to-end digital (mobile and online) experience and engagement across all consumer banking product lines to include credit cards.  The incumbent will drive growth and strategic innovation with PenFed’s digital experience for all members and non-members through the planning and execution of digital tools, platforms, technologies, services, and processes.  This role will also be responsible for analyzing technology and trends which could improve the digital experience for PenFed members through content initiatives targeting, acquisition, engagement, servicing, and transactions. The incumbent will collaborate with consumer product teams to ensure the member’s experience aligns with the overall product strategy. This position will maintain strong relationships across consumer bank products, marketing, IT, Compliance, Legal, Credit, Fraud, and Operations to drive success of the high growth consumer business.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Develop near and long-term digital strategies from design to implementation for the consumer bank as it pertains to both experience and engagement.
• Ensure roadmaps for the consumer digital journey align with the current and future needs of the business with a strong emphasis on credit card becoming cutting edge for both engagement and rewards.
• Integrate the digital experience roadmap with the UI/UX design and software development process.
• Align and own KPIs across consumer banking products to near and long-term digital strategies with a roadmap to drive applications, loan originations, and member engagement.
• Design, execute and analyze complex, highly strategic, multi-channel marketing initiatives through partnership and collaboration with peers in other departments.
• Manage the P&L ensuring business plan expectations are achieved with a focus on growing membership, product adoption and driving profitability.
• Provide product performance reporting to executive management that is inclusive of consumer bank product performance as well as industry benchmark data; be an expert with respect to the competitive landscape.
• Integrate the digital experience strategy and roadmap with product, technology, and marketing with a joint agile development process
• Establish an enterprise-wide buy-in and commitment toward broadly improving and expanding the digital experience for all consumer banking.
• Leverage data and technology to analyze results, manage performance, and constantly improve the member experience.
• Take the lead in creating requirements/user stories and orchestrating work efforts / sprints across internal and partner teams.
• Recruit and mentor a product management organization and provide coaching and development opportunities for team members to advance their career.
• Assist with special product strategy projects as needed.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in business or marketing required, Master’s Degree preferred.
• Minimum of ten (10) years’ experience in digital experience, technical product and program management/development in credit union, banking and/or fintech industries
• Minimum of five (5) years’ direct management experience.
• Expertise and experience in defining and building out program strategies and roadmaps.
• Experience with credit card engagement, rewards, and digital experience.
• Proven ability to address and persuade multiple constituencies including senior executives.
• Demonstrated ability to influence cross function teams
• Excellent communicator across all levels within an organization providing clarity to complex concepts and solutions.
• Experience with Agile & Scrum best practices required.
• Experience defining the digital experience best practices and developing prioritization frameworks.
• Ability to deliver initiatives from conception through completion on time, within budget, and on or beyond scope.
• Experience designing simple and intuitive user interfaces with the ability to create examples through wire frames and mockups.
• Ability to work at the pace of a continuous software development environment using short releases.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
 
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
 
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
 
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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