VP Member Experience, Innovation & Design

Oversees Navy Federal’s efforts to innovate and design cutting-edge products, services, and member experiences. Drives strategic vision for innovation and design standards, ensuring alignment with overall business goals and member needs. Champions design thinking and user-centricity across the organization. Collaborates with stakeholders across Navy Federal to identify opportunities for innovation and design, and leads cross-functional teams to bring new ideas to life. Oversees and empowers leaders, strategists, and designers , working closely with research, technology, channel, and product teams to ensure seamless execution of new initiatives.

• Sets the strategic direction for innovation and design standards across the organization, focusing on long-term growth and sustainability
• Collaborate with executive leadership to align innovation initiatives with the institution’s strategic goals
• Identify and prioritize opportunities for innovation and design across the organization, considering member needs, market trends, and technological advancements
• Partner with stakeholders across the credit union, including senior leadership, business units, and member-facing teams, to understand pain points and develop innovative solutions
• Partner with Product, Channel and Functional leaders across the organization in the development and implementation of innovative financial products and services that enhance member experience and operational efficiency
• Oversee the design process, ensuring a user-centric approach that balances aesthetics with functionality and compliance
• Drive a user-centric design approach, conducting user research, prototyping, and iterating on designs based on feedback
• Oversee the development of design deliverables, such as user flows, wireframes, mockups, and prototypes
• Lead and inspire a leadership team and design professionals to drive continuous improvement and innovation
• Monitor and evaluate the success of innovation and design initiatives, using data and feedback to inform future efforts
• Ensure fiscal responsibility by overseeing budgets, forecasting, and resource allocation within the innovation and design department
• Monitor industry trends and emerging technologies to identify opportunities for the organization to stay ahead of the competition
• Perform supervisory/managerial responsibilities
• Set direction to ensure goals and objectives align with corporate and division strategy
• Select management and other key personnel; oversee talent development/succession planning
• Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
• Oversee and direct the work environment and manage allocation of resources to ensure adequate staffing to meet production and member service standards
• Oversee the preparation and execution of department/division AFP
• Manage merit pay in accordance with specified objectives and guidelines
• Perform other duties as assigned                                                                                                                                                                                                                 

• Bachelor’s degree in Design, Business, Innovation, or related field or the equivalent combination of training, education, and experience
• 15+ years of related business and senior management experience
• Strong understanding of financial services, member needs, and market dynamics
• Significant experience driving innovation and design initiatives in a fast-paced environment, preferably within a financial services organization
• Significant experience building and leading design teams, including managing resources, setting priorities, and providing mentorship
• Strong leadership and strategic thinking skills, with the ability to inspire and guide cross-functional teams towards a common vision
• Exceptional communication skills, both written and verbal, with the ability to convey complex ideas in a clear and concise manner
• Strong collaboration and relationship-building skills, with the ability to work effectively with stakeholders at all levels of the organization
• Significant experience with user research methodologies, design thinking, and prototyping tools
• Significant experience in managing multiple ongoing initiatives and meeting changing priorities to accomplish organizational objectives

Desired Qualifications

• Master’s Degree in Design, Business, Innovation, or other related field or the equivalent combination of training, education, and experience
• Prior experience in a senior leadership role in a large financial institution
• Advanced knowledge of Navy Federal’s functio