Member Communication Orchestration Analyst I

Overview

To support the Member Communication Orchestration and Analytics team with the Next Best Action strategies and participate in delivering new and innovative business and technical solutions using Marketing Automation technology. Participate in data mining for marketing insights and implementation of predictive analytics and member next best action decisioning to meet Navy Federal product, revenue, and member engagement goals. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Receives general instructions on routine work and detailed instructions on new projects and/or assignments from higher level staff and management.

Responsibilities

• Participate in providing business and technical advice to Marketing, Business Units, ETS, and other business partners in the definition of new and innovative business communication decisioning solutions in Pega Customer Decision Hub (CDH); assist with defining clear objectives, timeframes, and business value
• Analyze basic Marketing campaign requirements and translate them into Pega CDH interaction strategies, targeting and personalization/variable data requirements, engagement policies, target audience sizing to ensure next best action effectiveness and business objectives/value realization; communicate to stakeholders
• Assist and support the orchestration and arbitration of member communications and ensure consistency in and relevancy of communications across inbound and outbound channels as new channels are integrated with Pega CDH
• Translate basic/routine business ideas and concepts into well-specified user stories for Pega next best actions
• Participate in implementing decision and predictive analytics standards in the Pega strategy architecture and arbitration frameworks
• Leverage existing defined taxonomy for the organization of business issues, groups, actions and treatments
• Assist in defining need for additional data attributes and securing access to associated queries and data sources
• Re-use Pega artifacts (e.g., engagement policies, taxonomies, next best actions, treatments, etc.) as applicable; adopt best practices and standards for consistency across scrum teams
• Run simulations in Pega CDH to estimate business impact
• Participate in partnering with Data Science team on basic testing of adaptive models and use of predictive models (e.g., from marketing and Mission Data), member segments and financial cohorts for advanced predictive capabilities
• Participate in and provide business partners with basic analysis of next best action strategies and results
• Maintain basic knowledge of all marketing and business unit goals, tactics, reporting, and data attributes
• Conduct basic analysis of daily and real-time next best action results to ensure delivery of expected business and member experience results
• Forecast ability for planned marketing plan initiatives to meet business unit goals
• Research basic emerging trends and best practices; recommend new campaigns/next best actions that help realize business goals
• Manage multiple marketing initiatives with basic scope and impact under tight deadlines; ensure next best actions are launched on time and meet internal client expectations
• Troubleshoot basic Pega CDH software issues, including integration with Salesforce, Online Banking, USD, NFO and other systems; identify resolutions
• Perform other duties as assigned

Qualifications

• Working knowledge of Pega CDH and Pega technology
• Experience collaborating with diverse teams of technical architects, business users, and ETS teams in all phases of the software development lifecycle
• Ability to learn routine to complex material, concepts, and technology quickly
• Proven ability to work in a "matrix" environment while managing multiple and competing priorities independently and/or in a team environment
• Experience leading projects, teams, and/or initiatives of small to medium scope
• Experience in Agile SCRUM or similar methodologies
• Experience in marketing campaign "life-cycle" management and marketing analysis
• Experience using a broad range of Microsoft software applications, marketing research tools, trends, data mining and technologies (e.g., Tableau, Power BI, Databricks, JMP, and SQL, etc.)
• Progressive experience developing comprehensive plans to address moderately complex business initiatives
• Familiar with member service operations (philosophy, sales, and cross servicing environments)
• Begin Pega Decisioning Architect certification coursework in first year
• Effective skill in producing desired results and achieving outstanding business results
• Effective skill in presenting findings, conclusions, alternatives, and information clearly and concisely
• Effective analytical, problem solving, and negotiation skills to resolve conflicting requests and obtain concurrence, and motivate stakeholders/senior management
• Effective verbal, written, and interpersonal communication skills
• Effective organizational, planning, and project management skills
• Bachelor's Degree in Marketing, Business, or the equivalent combination of education, training, or experience

Desired Qualifications

• Master's Degree in Marketing, Business, or the equivalent combination of education, training, or experience
• Experience in designing and/or implementing Marketing and Decisioning software (i.e. Pega, Cordiant, Infor CRM Epiphany, SmartFocus, Experian, etc.)
• Familiar with credit union and/or financial service operations
• Working knowledge of Navy Federal's functions, philosophy, operations, systems, and organizational objectives

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive Pensacola, FL 32526

About Us
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.

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Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

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

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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