Member Research Strategist II

Overview

To provide expert customer/member experience research and analytics project support and strategic primary research guidance to internal business partners. To act as the voice of the member (and potential member), while providing assistance to business partners who make decisions about Navy Federal's strategy and operations.

Responsibilities

• Anticipate research and analytics support needs and strategy planning to team members and business partners to help in their decision making process to solve business issues, meet project objectives and/or strategic initiatives.
• Support consumer experience research analytics from inception to presentation focusing on providing insights that will have a significant impact on business decisions
• Apply analysis and statistics to improve business performance
• Adapt and/or modifies standard tools, techniques, etc.
• Collaborate with management to provide insights impacting management decisions
• Perform independent analysis with moderate guidance and instructions from higher level analysts and/or management for projects beyond regular scope
• Participate in outside vendor assessment
• Define scope and determines appropriate analytical methods, tools & techniques
• Conduct analysis for the entire life cycle of research projects with minimal guidance from senior team members
• Use diverse quantitative and qualitative applications and techniques to accomplish research objectives.
• Collaborate with internal stakeholders and management to provide marketing research expertise to support their product and business initiatives
• Set project objectives and designs structure of each research plan in response to business needs
• Write research analysis proposals, reviews, explains research strategy required to meet project and business objectives
• Recommend and uses appropriate quantitative or qualitative techniques to meet research objectives
• Write questionnaires, banner plans, screeners, discussion guides, and all other research materials required to execute the study
• Obtain sample lists necessary to conduct research
• Manage fieldwork e.g. programming & testing of quantitative studies, data collection, and recruitment/logistics for qualitative studies to ensure integrity of data, skilled moderators, resolve issues, re-evaluate study process and deadlines are met
• Develop analysis plan and as necessary, oversees applications of advanced analytics
• Conduct analysis for the entire life cycle of research projects with minimal guidance from senior team members
• Set the frequency and most effective reporting methods to communicate results for staff and/or management review at each milestone of the study process.
• Communicate status of projects, metrics, and/or abstract concepts to non-technical audience in clear and useful language and visual mediums.
• Analyze and summarizes analysis results and identifies if the strategy used was appropriate and met business objectives
• Interpret analysis results for development of possible actionable business plans
• Identify key findings from research and data analysis and applies most appropriate/effective presentation method to communicate results to a variety of audiences e.g. staff, stakeholders and senior management
• Deliver recommendations and alternatives to solve unique & complex problems to management and project team
• Obtain acceptance and/or provides alternatives for implementation from senior management
• Perform other related duties as assigned.

Qualifications

• Bachelor's degree in Marketing Research, Statistics, Business Administration or related fields, or the equivalent combination of education, training and experience
• Proven ability to make clear, logical conclusions and recommendations using curiosity, fact-finding and a storytelling approach. Capability to generate insights from data analysis to understand the customer/member experience
• Demonstrated experience necessary to design, field, analyze, and present quantitative and qualitative research
• Experience determining what data sources are appropriate to solve objectives, finding, aggregating, testing and validating data sources
• Proven experience with appropriate statistical analysis techniques and software usage for survey and database data, including descriptive statistics, multi-variate regression analysis, key driver analysis. Proficient at selecting and justifying appropriate analytical methods
• Experience using online tools such as survey tools, communities, social networks etc.
• Advanced proficiency and experience using software applications, e.g., Microsoft Word, PowerPoint, etc.
• Strong organization skills, project management, and interpersonal communication skills
• Strong research, analysis, problem-solving and negotiation skills
• Proficient verbal, written, and presentation skills of technical and non-technical material(s)

Desired Qualifications

• Masters or PhD in Marketing Research, Social Science (e.g., Psychology, Sociology, Anthropology, Economics), Statistics, Business Administration or related field; or the equivalent combination of education, training and experience
• Hands on experience with data visualization tools (Tableau/Power BI), customer feedback platforms (Qualtrics), data analysis tools (SPSS Statistics, SQL, R, Python) or similar data analysis and marketing research software tools
• Demonstrated competency in qualitative and quantitative research techniques and data analysis
• Proven ability to work with diverse data sources, both structured and unstructured, to identify satisfaction drivers, member journeys and root cause analysis
• Highly collaborative, customer/member-centric individual that quickly builds trust and networks to find solutions that uncover customer experience challenges
• Experience on the vendor/consulting side of consumer research
• Industry experience in financial services, telecommunications, online services, cable/satellite TV or other subscription/membership-based businesses
• Full knowledge of Navy Federal's objectives, functions and policies
• Knowledge of Navy Federal operations
• Familiarity with the military community

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

Locations: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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