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

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