Vice President, Member Segments

Location: VA Vienna - Headquarters Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description


You have goals, dreams, hobbies and things you’re passionate about.

What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

Don’t take our word for it.

• Military Times 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Forbes® America's Best Employers
• Newsweek Top 100 Most Loved Workplaces
Fortune Best Workplaces for Women
Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT

Basic Purpose

Oversee, manage, and direct Navy Federal’s Member Segment Strategy over a designated member segment. Facilitate and collaborate with Enterprise Stakeholders to drive the ongoing alignment between Navy Federal marketing and channel experiences with the needs, trends, and preferences of members. Work closely with cross-functional teams to ensure that accurate market and market segment profiles are maintained, and contributes to impact analysis of trends, compliance, needs, and other significant influencers. Responsible for the overarching strategy and defined detailed strategies to drive tangible growth across the segment.


• Generate a holistic view of the member and his/her needs to drive increased engagement and penetration within segments
• Set the strategy for the segments, including objectives and key measures of success 
• Define key characteristics, needs, gaps, and opportunities through data-led thought leadership
• Facilitate/collaborate to design and develop holistic service, experience standards and guardrails by segment to product, service, and channel team
• Facilitate/collaborate to identify key opportunities, summarize current capability gaps, and communicate portfolio “must-haves” and other guardrails
• Ensures a two-way flow of information from the “center-led” org out to the products and channels to inform market opportunities, member needs, and product/service innovation 
• Delivery of targeted improvements in member segment metrics (e.g., member net promoter score, conversion/cross-sell, win rate, etc.)
• Acts as an accelerator for innovative ideas originating in the products and channels – helps deploy these ideas into the center-led agenda and to other parts of the business if value is added
• Assembles and reports on KPIs for the segment; accountable for setting segment KPIs and metrics, monitoring progress and delivering insights for continuous improvement
• Leads cadence of management routines and forums that govern the work and accountabilities of the assigned segment 
• Set direction to ensure goals and objectives align with corporate and division strategy
• Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
• Oversee and direct the work environment and manage allocation of resources to ensure adequate staffing to meet production standards 
• Leads complex horizontal workstreams; may also be responsible for direct reports and perform supervisory and managerial responsibilities 
• Oversee the preparation and execution of department/division AFP
• Perform other duties as assigned                                                                                                                                                                                                                          

Required Qualifications:

• Master’s Degree in Psychology, Marketing, Business or a related field, or the equivalent combination of education, training, and experience
• Extensive experience in understanding management priorities and vision regarding how data can be used to optimize services
• Extensive experience working with all levels of staff, management, stakeholders, vendors diplomatically and tactfully 
• Expert relationship building, negotiation and facilitation skills
• Expert skill in planning and coordinating changes, including understanding cross system dependencies and impacts
• Expert skill presenting findings, conclusions, alternatives, and information clearly and concisely
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Extensive experience developing and implementing programs in a leadership role
• Expert skill in producing desired results and achieving goals and objectives
• Expert verbal and written communication skills
• Expert organizational, planning and time management skills
• Advanced word processing and spreadsheet software skills
• Advanced presentation software skills

Desired Qualifications:

• Experience in Computer Science, Information Technology, or related field
• Extensive experience in applications/systems analysis, workflow and/or procedural analysis
• Advanced knowledge of NFCU's functions, philosophy, operations, and organizational objectives                                                                                                                                                                                                                                              
Hours: Monday - Friday, 8:00AM - 4:30PM 

Location: 820 Follin Lane, Vienna, VA 22180

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

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.

Posting End Date: 03/20/2023

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.

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


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.

Bank Secrecy Act

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