Membership Research Officer

Supports the business and the membership through researching opportunities, analyzing the operating environment, assessing the competitive landscape and collaborating on first line of defense initiatives, while developing a deep and thorough understanding of member behavior in order to increase business utilization and share of the market.

Overview:

• Strategizes and develops research, effectively manages and leads all aspects of the product development process, gathers, organizes and develops narratives in order to make strategic recommendations.

• Performs qualitative and quantitative research from conceptualization to implementation.

• Manages the market research suite and the department business plan through monthly reporting

• Coordinates with various teams to recommend strategies, designs new business processes and interprets and presents findings.

• Creates, manages and elevates reporting to the Chief Business Officer on all Membership and Research department initiatives.

• Curates research from across the group and collaborates with various departments to elevate research.

• Identifies and leverages research that supports strategic decision making, marketing outreach and the advancement of the business plan.

• Identifies business development and marketing opportunities.

• Manages and leads all aspects of the Products, Services and Membership Committee (PSMC) and product development process including governance, meetings, agendas, materials, and the product development process with a focus on driving business, meeting member needs and decreasing time to market.

• Ensures all other departments follow adherence to timelines and the product development process.

• Writes all or portions of product whitepapers, memos, and research papers for new or enhanced products.

• Develops and executes marketing and communication strategies for new product launches and product changes.

• Considered the Subject Matter Expert (SME) for product implementations to other business units across the bank.

• Working directly with the VP Director of M&R, manages or co-manages large-scale, Membership and Research projects.

• Works with the Director and the CBO to implement project timelines, budgets, resources, compliance within policies & procedures, and successful implementation.

• Manages the Department’s day-to-day initiatives, aligning resources with deadlines.

Technology / CRM Administration:

• Responsible for implementing the full vision of MR360 through ongoing and planned efforts.

• Executes the MR360 strategy by creating a 360-degree view of the membership using the CRM/CX by capturing information/data in a centralized location for quick and easy access and optimizing business processes across the Bank.

• Collaborates with the Project Team on the new implementation of Oracle CX modules to achieve the MR 360 vision.

• Enhances the CRM to help provide transparency between departments and between the FHLBNY and its members.

• Redesigns business processes to enhance user efficiencies within the system and the member experience.

• Manages all capabilities of the Bank’s CRM System, helping to maximize its functionality and capitalize on ROI.

• Takes lead role in developing the CRM into a platform which uses various systems and sources in order to take a more data driven approach to engage with customers and stakeholders.

• Trouble shoot and resolves all CRM related problems and involve IT staff if necessary.

• Trains people and creates training materials to ensure the CRM and new CX modules are understood by new and existing users; and helps the system to grow and evolve.

• Maintain integrity and adherence to all laws and policies regarding any privacy data or proprietary data within the database.

• Responsible for data quality and works to maintain a clean and unfettered database.

• Runs regular MR360 / CX meetings with support staff and various team members.

• Project Manages MR 360 timelines and implementation schedules.

Market Research:
 

• Research priority projects for the Bank President’s Council (BPC) Environmental, Social and Governance (ESG) and Fintech initiatives.

• Identify opportunities, initiatives, and strategies to support the business plan.

• On behalf of Director of M&R, and in the role as team strategist, responsible for managing all stages of the market research project life cycle including research design, coordination with teams, analysis, crafting custom deliverables and presentations, as well as nurturin