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.
Responsible for strategy and planning to align business operations with the credit union’s mission and goals. Conduct analyses and review business, member, and marketing data to identify strategic issues and opportunities affecting growth, profitability, member engagement, and marketing effectiveness. Work independently to interpret and develop solutions to complex business challenges that have a significant impact on the credit union and our members.
Within Member Communication Orchestration & Analytics, this role leads targeting strategy, campaign orchestration, analysis, and optimization for member communications enabled by Pega Customer Decision Hub and related marketing decisioning capabilities. Uses member data, predictive analytics, testing, and performance insights to support Next Best Action decisioning and create more relevant, member-centric experiences across inbound and outbound channels.
Specialized skill set and proficiency with procedures, analysis techniques, marketing technologies, and decisioning platforms. Recognized as an expert in own area within the credit union.
Responsibilities- Evaluate business, member, and marketing performance data to identify challenges and opportunities; provide solutions to complex business problems using quantitative analysis, cost/benefit analysis, campaign measurement, and process analysis.
- Partner across teams to develop predictive analytics, forecasting techniques, targeting strategies, and decisioning capabilities that improve member engagement and inform strategic decision-making.
- Conduct market, member, and campaign analysis to identify emerging trends, member needs, competitive threats, and opportunities for innovation in communication orchestration and personalization.
- Analyze complex marketing campaign requirements and translate them into targeting logic, decisioning strategies, and Pega Customer Decision Hub capabilities that support relevant and effective member communications.
- Lead the orchestration and arbitration of Next Best Actions, helping ensure the accuracy, relevancy, and effectiveness of communications across Pega CDH-enabled marketing channels.
- Develop, QA, deploy, measure, and optimize campaigns and decisioning strategies across inbound and outbound channels, including email, direct mail, paid media, branch/contact center, online banking, mobile, and other member communication channels.
- Manage the end-to-end campaign lifecycle, including requirements gathering, stakeholder alignment, compliance review, development, quality assurance, deployment, performance measurement, and optimization.
- Troubleshoot complex issues related to data, targeting logic, campaign performance, system integrations, and Pega CDH configuration; identify root cause, assess impact, and recommend effective resolutions.
- Measure, analyze, and report on campaign and decisioning outcomes, including channel engagement, product take-up, applications, bookings, account opens, member response, and other business performance indicators.
- Design and execute A/B tests, multivariate tests, and other experiments to optimize audience targeting, channel mix, messaging, creative strategy, and member engagement.
- Analyze and present data-driven recommendations to business, marketing, digital, operations, data, and technology partners to improve targeting strategies, communication effectiveness, channel performance, and business outcomes.
- Lead discussions with cross-functional partners to integrate new data elements, models, and decisioning capabilities into Pega CDH and related marketing platforms.
- Develop reusable data assets, reports, dashboards, and analytical frameworks to improve team efficiency, consistency, and decision quality.
- Utilize comprehensive knowledge of the company’s internal operations, marketing technology ecosystem, member data, and business priorities to develop forward-looking focus for business.
- Champion best practices in Pega CDH, campaign orchestration, data analysis, testing, quality assurance, and member-centric decisioning across the team.
- Mentor and enable team members with campaign development, data analysis, Pega CDH capabilities, quality assurance practices, and analytical problem solving.
- Lead large-scope initiatives and manage work across agile delivery processes, including Azure DevOps product backlog items, tasks, dependencies, and implementation activities as applicable.
- Develop strategic partnerships with key operations groups, internal business partners, technology teams, and external third parties.
- Perform other duties as assigned.
- 7–10 years of experience in business and operational strategy, planning, analysis, marketing analytics, campaign orchestration, customer decisioning, or related experience.
- Subject matter expert within business area/specialization with understanding of interrelationships across marketing, data, technology, digital channels, operations, compliance, and member experience.
- Expert knowledge of data querying, reporting, forecasting, analysis, campaign measurement, and marketing performance analytics.
- Proven expertise with Pega Customer Decision Hub or similar customer decisioning, campaign orchestration, or marketing technology platforms such as Salesforce Marketing Cloud, Adobe Campaign, Braze, or comparable tools.
- Proficient in SQL, business intelligence tools, data analytics, spreadsheet software, word processing software, and marketing technologies.
- Extensive experience developing, deploying, measuring, and optimizing campaigns across inbound and outbound channels, including email, direct mail, paid media, web, mobile, contact center, branch, or other member communication channels.
- Solid understanding of predictive analytics, adaptive analytics, audience targeting, personalization, experimentation, and Next Best Action decisioning.
- Research, analytical, and problem-solving skills, including the ability to use member, market, campaign, and business data to uncover insights and recommend action.
- Advanced problem resolution skills, including determining root cause, scope, scale, business impact, and appropriate resolution for complex issues.
- Advanced leadership and interpersonal skills, with the ability to influence and collaborate with senior leadership and cross-functional teams.
- Expert project management skills to lead large-scope projects, initiatives, or cross-functional delivery efforts with diverse internal and external contacts.
- Experience collaborating with teams across phases of the software development lifecycle; experience using SAFe or similar agile methodologies preferred.
- Ability to learn complex material, concepts, business processes, and technology quickly.
- Exceptional attention to detail, with strong quality assurance discipline and ability to manage multiple priorities independently and in a team environment.
- Advanced skills in presenting findings and information clearly to business partners, senior leaders, and cross-functional stakeholders.
- Advanced verbal, written, negotiation, organizational, planning, and interpersonal communication skills.
- Experience working in financial services desired.
- Bachelor’s Degree in Business Administration, Marketing, Finance, Analytics, or related field, or equivalent experience.
Desired Qualifications
- Master’s Degree in Business Administration, Marketing, Finance, Analytics, or related field.
- Pega Decisioning Consultant certification.
Additional Information
Hours:
- Monday - Friday, 8:00AM - 4:30PM
Location:
- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Drive, Pensacola, FL 32526
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Skills Required
- 7-10 years of experience in business/operational strategy, planning, analysis, marketing analytics, campaign orchestration, or related experience.
- Subject matter expert in marketing, data, technology, digital channels, operations, compliance, and member experience.
- Expert knowledge of data querying, reporting, forecasting, analysis, campaign measurement, and marketing performance analytics.
- Proven expertise with Pega Customer Decision Hub or similar decisioning/orchestration platforms (Salesforce Marketing Cloud, Adobe Campaign, Braze).
- Proficient in SQL.
- Proficient with business intelligence tools, spreadsheet software, and word processing software.
- Extensive experience developing, deploying, measuring, and optimizing campaigns across inbound and outbound channels (email, direct mail, paid media, web, mobile, contact center, branch).
- Solid understanding of predictive analytics, adaptive analytics, audience targeting, personalization, experimentation, and Next Best Action decisioning.
- Advanced problem resolution and analytical skills, including root-cause analysis and recommending effective resolutions.
- Advanced leadership, interpersonal, and stakeholder influencing skills.
- Expert project management skills to lead large-scope projects and cross-functional delivery.
- Experience collaborating across software development lifecycle; SAFe or similar agile methodology experience preferred.
- Ability to learn complex material quickly; strong attention to detail and QA discipline.
- Advanced presentation and communication skills for senior leaders and cross-functional stakeholders.
- Bachelor's Degree in Business Administration, Marketing, Finance, Analytics, or related field, or equivalent experience.
- Experience working in financial services.
- Master's Degree in Business Administration, Marketing, Finance, Analytics, or related field.
- Pega Decisioning Consultant certification.
Navy Federal Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Navy Federal Credit Union and has not been reviewed or approved by Navy Federal Credit Union.
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Retirement Support — A pension alongside a strong 401(k) match and additional retirement programs makes long‑term value a standout element of the total package. This combination is positioned as a differentiator among private employers.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is complemented by on‑site health services at major campuses. Wellness resources and typical offerings like an EAP broaden the health support available.
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Parental & Family Support — Paid parental leave, plus adoption and surrogacy assistance, indicate meaningful support for growing families. Education assistance further extends family and life‑stage support.
Navy Federal Credit Union Insights
What We Do
Navy Federal Credit Union is the world's largest credit union with over 12 million members, over $160 billion in assets and over 22,000 employees. As a credit union, we have members, not customers. At our campuses in Vienna, VA, Pensacola, FL and Winchester, VA, and in our more than 350 branches, we serve the men and women of the Armed Forces, Department of Defense, veterans and their families. We deliver world-class service, rooted in the belief that it is an honor and privilege to serve our members. We are committed to providing our members outstanding financial products and services. Navy Federal offers a career, not just a job. We are proud of the robust Total Rewards package we offer to our employees, including competitive salaries, incentive programs, comprehensive medical, dental and vision benefits, retirement plans with employer match, award-winning training programs, professional development programs, tuition assistance, paid leave, and work/life programs. Federally insured by NCUA. Equal opportunity employer. Android™ is a trademark of Google, Inc. iPhone® is a registered trademark of Apple, Inc. iPad® is a registered trademark of Apple, Inc. App Store(SM) is a service mark of Apple, Inc. Message and data rates may apply. FORTUNE and 100 Best Companies to Work For are registered trademarks of Time Inc., and are used under license. FORTUNE and Time Inc., are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. For more info, visit navyfederal.org
