Research & Member Insights Program Manager

PSECU, a high-tech progressive financial institution with more than $5 billion in assets, is seeking a Research & Member Insights Program Manager. The Research and Member Insights Program Manager oversees the Marketing Research team, responsible for delivering business intelligence and insights to support credit union strategic goals and initiatives. Through a deep understanding of PSECU’s business model, marketing, and research methodologies, the Program Manager acts as Subject Matter Expert (SME) to collaborate and provide thought leadership to the marketing team and business units.

This Manager oversees the Voice of the Customer (VoC) program to advocate for the member and various initiatives to better understand consumers; provides reporting on key metrics such as NPS, Overall Satisfaction, and Customer Effort Score for enterprise strategic goals. This position is a key player in leading the credit union to be a consumer-focused organization.

This dynamic position is required to have strong interpersonal skills to work with PSECU management, external specialists, vendors, and other financial institutions. Creative thinking and independence are also important for this position.

Benefits:

We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement.

Employee Type: Full-time

Schedule: Monday-Friday, 8:00am-4:00pm

Salary Range: $65,792 -$105,267/year, commensurate with experience

Candidate must be bondable and credit worthy.

DUTIES AND ACCOUNTABILITIES – Essential for this position:

• Leads the process to generate consumer research insights utilizing quantitative and qualitative research techniques. Proactively identifies opportunities for research to solve customer pain points and add the consumer voice into decision-making processes. Consults and collaborates with business units across to provide insights and take action based on them
• Provides an understanding based on primary research of consumers’ behaviors and pain points across the consumer experience journey. Translates market and consumer research data into strategic insights and actionable business solutions used to drive strategic decision-making. Oversees the VoC program (including NPS, online ratings and reviews, panels, and online community) and leads the cross-functional team. Maintains critical VoC reports and dashboards for the Marketing group and other parts of the organization and analyzes trends to proactively identify business issues and recommend actions. Ensures closure of the feedback loop.
• Lead the competitive intelligence process via primary, secondary and syndicated resources.
• Conducts market segmentation studies, persona research and customer journey research utilizing quantitative and qualitative techniques and participates in cross-functional teams to identify and profile key targets.
• Prioritizes projects within the unit, and manage all tasks and resources required to complete projects on time. Ensures the timeliness, validity, and value-added nature of the work done by the unit.
• Develops insightful reports and dashboards that summarize data and illustrate trends, using data analysis and visualization tools. Draws insights and conclusions and presents them to internal clients.
• Promote a consumer-focused culture at PSECU.
• Represent the Marketing Research unit within department and in cross-functional SME and Agile teams.
• Works with cross-functional teams (e.g., marketing, IT, sales and business units).
• Manage and nurture vendor relationships in accordance with company policies and procedures.
• Develops, plans, and supervises the duties within the unit. Recruits, hires, and trains new team members.
• Manage the Marketing Research budget, manage vendors and contracts, and author RFP requests.
• Responsible for effectively managing risks within the scope of assigned job responsibilities.

DUTIES AND ACCOUNTABILITIES – Essential for all PSECU Management:

• Knowledge – Maintain required knowledge, skills and abilities in assigned area of expertise, including the laws, standards, fundamentals, methods, procedures, and techniques required for job. Maintain up-to-date knowledge of PSECU’s Collective Bargaining Unit Agreement, processes, related business processes, and the business world outside PSECU. Maintain knowledge PSECU’s goals, culture, philosophy, products and services, bylaws, policies, and internal practices.
• Workflow Management – Manage time effectively; meet deadlines; and produce quality work requiring little or no review. Manage high volume of work assignments.
• Judgment – Exercise good judgment and appropriate decision making within scope of job.
• Communication – Effectively communicate with audience appropriate content and detail both verbally and in writing.
• Relationship Management – Maintain strong and effective interpersonal skills and effective working relationships with all stakeholders, both internal and external. Demonstrate PSECUs Operating Principles of PRIDE (Partnership, Reliability, Improvement, Dedication, and Ethics).
• People Management and Development

• Responsible for ensuring that all selection, promotional and training practices within the department are handled in accordance with the organizations Equal Employment Opportunity Commission (EEOC) and Diversity & Inclusion initiatives.
• Proficiency with Microsoft Office.
• Maintain regular and consistent attendance as required for acceptable performance and accountabilities of this position.
• Maintain confidentiality, in particular with credit union account information, as well as other information designated as confidential.
• Responsible for the establishment and ongoing maintenance of an effective system of internal control within the scope of assigned job responsibilities.
• Must meet creditworthiness standards.
• Notify Human Resources in writing if convicted of a misdemeanor or felony involving dishonesty, breach of trust or violation of the Pennsylvania Credit Union Code (17 Pa. S. C. A. 101 et seq.) during the course of employment with PSECU.

DUTIES AND ACCOUNTABILITIES – Non-essential:

• Perform other duties and responsibilities as assigned.
• Acts as backup to the Director.

PHYSICAL DEMANDS AND SENSORY ABILITIES:

• Repetitive movement of hands and fingers, i.e., for typing or writing.
• Lifting and carrying containers weighing as much as 20-30 pounds, i.e., to/from building and vehicle, to a storage area
• Sitting for long periods of time, i.e., at a desk, in meetings.
• Ability to reach above, at and below the waist.
• Ability to reach above, at and below shoulder level.
• Occasional bending, kneeling, stooping and/or squatting.
• Visual acuity.
• Auditory acuity.

OTHER:

• This position may be advertised in the public media.
• Appointment to this position is not subject to the terms of the Collective Bargaining Agreement.
• Applicant may be required to complete one or more employment assessments and/or testing.
• Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.

MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:

Minimum Experience:

Bachelor’s degree in a related field,

And five years’ experience in the field of Marketing Research, or experience with PSECU in a position requiring similar knowledge, skills, and abilities.

Three years’ experience supervising,

Or any equivalent combination of experience and education.

Preferred Experience:

Master’s degree in Business,

Financial Services experience,

Or any equivalent combination of experience and education.

Preferred