Assistant Vice President, Member Communications Orchestration & Analytics

To plan and direct the operations of Marketing communications, AI and Analytics, providing high quality member interactions via online (i.e., Digital) and offline channels. To identify, develop and execute data driven marketing strategies to ensure optimal competitiveness of Navy Federal services. Use data and intelligence to ensure member-centric experiences, anticipate member needs, service members more quickly and accurately, deliver individualized and personalized member engagements while also delivering on operational efficiencies. Serve as subject matter expert regarding Marketing AI and analytics. Support executive management in developing and executing strategic plans.

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

• Develop and oversee Marketing Communications & Analytics team long- and short-term strategic plans and business goals to align with Marketing department, enterprise and member satisfaction goals and objectives; these are based upon research results identifying trends, best practices, actionable member insights and analysis of internal and external business environments
• Lead the identification of new and innovative technologies, including those that use AI/ML, that enhance marketing communications to members.
• Determine when, how and costs to implement such changes while ensuring/formulating proper pricing strategies
• Design and formulate implementation plan for the release, packaging and testing of Marketing AI solutions to include schedules, selected technologies, and usage/applications, etc.; oversee the execution of systems implementations and improvements associated with the marketing communication arbitration and orchestration platform
• Lead large-scale strategic projects that generate short and long-term business value, ensuring projects are prioritized, resourced appropriately, and on schedule by working effectively with Project/Program Managers/Scrum Masters, using Agile methodology
• Partner with Data Science, Compliance and other Navy Federal teams on AI/Machine Learning model governance that ensures transparency, fairness, and accountability
• Oversee benchmarking and trend analysis to drive continuous improvement and improve acquisition, nurture, and retention efficiency, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency Oversees identification of next best actions and the business rules, models, and data needed to support business goals
• Provide direction and input to Marketing to develop data-led marketing strategies and identify opportunities to apply data and intelligence (including AI) to improve operations or deliver better service
• Provide forward-thinking expertise in current and emerging Marketing AI trends, technologies, and practices
• Oversee the operations of dashboard creation, deep dive analytics and other business intelligence activities to identify potential business opportunities which may require creative and innovative digital strategies and AI/ML technology
• Establish and maintain effective vendor relationships including contract negotiations, system functionality and performance, vendor performance, adherence to service level agreements, and identification of additional product strategies and opportunities
• Represent the Marketing Division as liaison to Navy Federal committees, other Departments, and senior management about Marketing AI and Analytics; lead change management efforts, cross-functional initiatives, and department/organization projects
• Oversee the preparation of reports and presentations for executive management
• 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 the preparation and execution of department/division AFP
• Manage merit pay in accordance with specified objectives and guidelines
• Leadership Level - Lead staff and/or supervisors
• Perform other duties as assigned

• Significant progressively responsible experience in leading and managing large, complex initiatives that have a large member-facing impact, preferably in a large financial services organization, including operational and regulatory risks and controls
• Complete Pega Decisioning Architect certification coursework within the first year
• Extensive knowledge of marketing, advertising principles, and related best practices
• Extensive expe