Experience Owner (Member Insights)

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.
 

This Experience Owner will lead the strategy, governance, roadmap, and ongoing evolution of Navy Federal’s Personalized Member Insights and Offers experiences. The role will identify high-value personalization opportunities, establish standards that protect member trust and experience quality, and use performance data, member research, and industry insights to guide portfolio decisions. Working across Marketing, Digital, Analytics, Technology, Creative, Compliance, and business teams, this leader will enable scalable delivery while ensuring personalized experiences remain relevant, measurable, differentiated, and aligned with member and business outcomes.

• Collaborate with cross-functional teams to define and execute the product vision, strategy, and roadmap, ensuring alignment with business objectives, member needs, lifecycle engagement goals, and long-term organizational priorities.
• Assist with the execution of program priorities while maintaining the conceptual and technical integrity of product features and components, balancing innovation, governance requirements, and scalable decisioning frameworks.
• Influence and motivate product teams and stakeholders within a highly matrixed organization, driving alignment, cross-functional collaboration, and continuous improvement initiatives.
• Translate program vision into actionable product user stories and requirements that support personalization strategies, member experiences, and measurable business outcomes.
• Manage and prioritize the product backlog, partnering with cross-functional teams to refine stories, align roadmap priorities, and ensure delivery of high-value capabilities.
• Partner with business analysts, researchers, and key stakeholders to integrate usability studies, user research, market analysis, and customer insights into product requirements and strategic decision-making.
• Analyze product usage, engagement metrics, experimentation results, and other empirical data to evaluate performance, identify optimization opportunities, and inform product prioritization decisions.
• Lead data-driven performance optimization efforts by leveraging analytics, measurement frameworks, and testing strategies to continuously improve member and employee experiences.
• Drive experimentation initiatives, including A/B testing and performance measurement, to validate hypotheses, assess business impact, and inform future product enhancements.
• Regularly assess the true needs and value of product features, ensuring resources are focused on initiatives that deliver measurable outcomes and strategic impact.
• Serve as an agent of change by identifying innovative solutions, improving processes, and collaborating across teams to solve complex member and business challenges.
• Proactively work with product teams and stakeholders to develop creative solutions for emerging risks, issues, and opportunities while maintaining strong governance practices.
• Stay current on technology trends, regulatory requirements, policy impacts, and industry best practices to ensure product strategies remain competitive and compliant.
• Assist with determining when and how new product capabilities should be introduced to members and employees, leveraging decisioning strategies, customer insights, and engagement data.
• Develop and deliver executive-level communications, presentations, and recommendations, clearly articulating product strategy, roadmap progress, business outcomes, performance metrics, and key decisions to senior leadership.
• Perform other related duties as required.

• Experience in product management or ownership to include Scrum, Agile and/or XP
• Experience leading, shaping and developing innovative solutions while managing business risks
• Experience in market/consumer research, project management, and analysis in support of strategic planning initiatives
• Ability to multi-task and prioritize with minimal direction and assertiveness to change team processes quickly
• Ability to productively communicate to stakeholders, team members, and leaders
• Experience in developing business or technology strategy
• Knowledge of project/program management processes and methodologies
• Project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
• Ability to exercise initiative, produce desired results and achieve objectives
• Ability to learn different collaboration or product management tools quickly
• Effective skill building effective relationships through rapport, trust, diplomacy and tact
• Analytical and conceptual skills to create original concepts/theories for various projects
• Skill delivering effective presentations to groups of various sizes
• Skill influencing and guiding strategic thinking
• Strong verbal, written and interpersonal communication skills
• Strong problem solving and negotiation skills
• Bachelor's Degree in Strategy or other related field, or the equivalent combination of training, education, and experience

Desired Qualifications 

• Financial services or another regulated industry
• Journey orchestration or next-best-action strategy
• Customer research and behavioral-data experience
• Background in technology or entrepreneurship
• Advanced knowledge of credit union operations/processes and procedures

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180