Member Communication Orchestration & Analytics Lead

Company: Navy Federal Credit Union
Location: Pensacola
Posted on: May 31, 2025

Job Description:

Overview Lead the development of targeting strategies, marketing campaigns, and analysis for channels enabled by Pega Customer Decision Hub (CDH). Uncover and utilize insights about our members to enable Pega's Next Best Action decisioning to create member-centric experiences. Build campaigns, analyze performance, and make recommendations to improve member engagement. Develop and implement tests and experiments to optimize audience targeting, channel mix, and messaging. Champion and enable Pega CDH best practices and mentor team members. Collaborate with business partners and cross-functional agile teams to ensure campaigns meet member needs and business objectives.Responsibilities

• Analyze complex marketing campaign requirements and translate them into Pega CDH strategies
• Collaborate with cross-functional agile teams to gather requirements and ensure seamless deployment of marketing communications
• Develop targeting logic for marketing campaigns and actively participate in group code review
• Develop, QA, and deploy campaigns in Pega CDH across inbound and outbound channels like email, direct mail, paid social media, branch, contact center, and online banking
• Troubleshoot issues related to Pega CDH-including data discrepancies, campaign performance issues, and system integration issues; identify resolutions
• Manage end-to-end campaign lifecycle, including gathering requirements, compliance review, development, quality assurance (QA), and deployment from development to production
• Lead the orchestration and arbitration of Next Best Actions, ensuring accuracy and relevancy of communications across Pega CDH-enabled marketing channels
• Measure and report on Pega CDH-enabled campaign outcomes, focusing on metrics like channel engagement (e.g., open rates, click rates, thumbs up) and product take-up (e.g., applications, bookings, account opens)
• Champion and enable the use of Pega CDH best practices across the team
• Analyze, present data, and recommend adjustments to targeting strategies, creative, and channel strategies to improve member engagement and business outcomes
• Design and execute A/B tests and other experiments to optimize audience targeting, channel mix, and messaging-using data-driven insights to improve campaign performance and member engagement
• Lead discussions with business, marketing, digital and technology partners to integrate new data elements and models into Pega for campaign use
• Use member data and predictive analytics to uncover behavioral and financial insights that enable Pega CDH to deliver highly personalized Next Best Action recommendations that resonate with the unique needs of our members
• Develop reusable data assets, reports, and dashboards to inform data-driven recommendations to marketing and business partners
• Mentor and enable team members with campaign development, data analysis, and Pega CDH capabilities, providing hands-on training to support and enhance the team's skills
• Manage Azure DevOps (ADO) PBIs and tasks
• Develop strategic partnerships with key operations groups and external third parties
• Perform other duties as assignedQualifications
  • 5+ years of experience in marketing analytics, campaign orchestration, or customer decisioning applications
  • Proven expertise in Pega Customer Decision Hub (CDH) or similar (Salesforce Marketing Cloud, Adobe Campaign, Braze Customer Engagement Platform, etc.)
  • Pega Decisioning Consultant certification (desired)
  • Proficient in SQL, business intelligence tools, data analytics, and marketing technologies
  • Extensive experience in developing and deploying campaigns across inbound and outbound channels (email, direct mail, paid social media, web, mobile, etc.)
  • Extensive experience with A/B testing, multivariate testing, and experimentation to optimize campaign performance
  • Solid understanding of predictive and adaptive analytics to enhance member targeting and engagement
  • Extensive experience collaborating with teams in all phases of the software development lifecycle
  • Ability to learn complex material, concepts, and technology quickly
  • Exceptional attention to detail
  • Experience in managing multiple priorities independently and in a team environment
  • Significant experience leading complex projects, teams, and initiatives
  • Experience using SAFe or similar agile methodologies
  • Advanced skills in presenting findings and information clearly
  • Advanced analytical, problem-solving, and negotiation skills
  • Advanced verbal, written, and interpersonal communication skills
  • Advanced organizational, planning, and project management skills
  • Experience working in financial services (desired)
  • Bachelor's Degree in Marketing, Business, Finance, or equivalent experience Desired Qualifications
    • Master's Degree in Marketing, Business, Finance, or equivalent experience Hours: Monday - Friday, 8:00AM - 4:30PMLocations: 820 Follin Lane, Vienna, VA 22180 - 5550 Heritage Oaks Drive, Pensacola, FL 32526 - 141 Security Drive, Winchester, VA 22602About 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. Our approach to careers is simple yet powerful: Make our mission your passion.* Best Companies for Latinos to Work for 2024* Computerworld Best Places to Work in IT* Forbes 2024 America's Best Large Employers* Forbes 2024 America's Best Employers for New Grads* Forbes 2024 America's Best Employers for Tech Workers* Fortune Best Workplaces for Millennials 2024* Fortune Best Workplaces for Women 2024* Fortune 100 Best Companies to Work For 2024* Military Times 2024 Best for Vets Employers* Newsweek Most Loved Workplaces * 2024 PEOPLE Companies That Care* Ripplematch Recruiting Choice Award* Yello and WayUp Top 100 Internship ProgramsFrom Fortune. 2024 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 race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.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 positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Keywords: Navy Federal Credit Union, Mobile , Member Communication Orchestration & Analytics Lead, Other , Pensacola, Alabama