Voice of Customer Program & Analytics Manager - Eugene, Oregon

About the Role

PenFed is hiring a Hybrid Manager, Voice of the Member Insights at our San Antonio, Texas; Omaha, Nebraska; Eugene, Oregon or Tysons, Virginia location. The primary purpose of this position is to administer PenFed's Voice of the Member (VOM) program, which aggregates member feedback across several channels and incorporates emerging feedback into comprehensive, actionable insights for C-suite and senior leaders, as well as Product Management and Member Service teams. This role also supports PenFed's Member Survey and Member Relationship Management programs.

Responsibilities

• Administer the Voice of the Member (VOM) program that collects and analyzes feedback across the member's lifecycle, including surveys, complaints, and sentiment.
• Analyze large data sets to identify trends, patterns, and other actionable insights.
• Use data to synthesize high-quality reports, dashboards, and presentations that incorporate the member's voice in key business strategic decisions, drive accountability, and improve business outcomes.
• Lead the development and management of member interaction surveys, produce dashboards, recurring and ad-hoc reporting, and insight curation resulting from survey scores and feedback.
• Develop reporting on key customer metrics utilizing survey data, demographic data, and operational data.
• Effectively employ AI tools and maintain competency with artificial intelligence technologies to optimize member experience insights.
• Assist in the management of PenFed's Member Relationship Management program, assessing member health, behaviors, and value to inform campaigns designed to improve engagement and satisfaction.
• Conduct stakeholder training on the best use of member feedback tools.
• Support the planning, program innovation, and evolution of the member experience across all channels.
• Liaise with Operations and other business leaders to socialize output from the VOM program and drive outcomes around improving member experience, increasing efficiency, and reducing costs.
• Stay current with the latest innovations, trends, and industry best practices in member experience and recommend ways to incorporate these into PenFed’s approach.
• Maintain functional knowledge of all key Operational areas and provide oversight and input on strategic and tactical initiatives, as well as opportunities for improved business processes.

Qualifications

• Bachelor's degree in business, Marketing, or related field; equivalent combination of education and experience is considered.
• Six to seven years of professional experience in customer experience (CX), Voice of the Customer (VoC), and/or research practices and principles; financial institution experience preferred.
• Minimum of three years in a role supporting applied data analysis, management, and analytics.
• Two to three years of experience leading work, projects, or peers; five years of experience in a management role preferred.
• Excellent verbal and written communication skills.
• Deep understanding of data analytics, reporting, and data visualization.
• Ambitious and creative problem-solving skills.
• Proficient in Customer Experience Management tools such as Medallia Experience Cloud and/or Qualtrics XM Platform, including text analytics solutions.
• Advanced Excel, PowerPoint, and Microsoft Office skills.
• Experience with Salesforce Service Cloud, Sales Cloud, or Financial Services Cloud is a plus.
• Experience using AI tools preferred.

Supervisory Responsibility

This position will supervise employees.

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 may be required.

Pay

The anticipated starting salary range for this role is $79,400.00 - $144,776.00. This position is eligible for an organizational performance-based annual bonus and an individual performance-based annual bonus, subject to board discretion and approval.

Benefits

• Comprehensive health, dental, and vision plans.
• Paid time off.
• Family-friendly benefits including paid parental leave, care support, and fitness center access.
• Financial wellness support through 401(k) match, employee loan discounts, and fully paid life and disability coverage.
• Education assistance.
• Community involvement and volunteer opportunities.