Employee Experience Strategist I/II (Contact Center Operations)

Navy Federal Credit Union • Winchester, VA

426d

About The Position

The position focuses on setting division-level strategy and acting as a key stakeholder in employee-focused programs and initiatives that align with the enterprise's employee-powered focus. The role involves collaborating with executive leadership to translate and align enterprise-level strategy and culture, offering strategic, workforce-driven solutions, and managing employee feedback channels. The individual will serve as a subject matter expert in employee engagement, working independently with governance from senior management.

Requirements

• Innovative thinker with a proactive mindset and enthusiasm
• Excellent communication and organizational skills
• Proven track record in leading and managing change
• Ability to effectively define, communicate, and promote cultural change
• Genuine passion for people and their work experience
• Ability to address sensitive information and difficult situations with tact and confidentiality
• Demonstrated ability to leverage data/metrics to measure program effectiveness
• Experience with digital collaboration tools and Microsoft Office Suite and SharePoint
• Experience leading or delivering employee engagement activities
• Advanced skill analyzing statistics and reports to determine business performance and trends
• Experience researching, compiling, and documenting data, business processes, and workflows
• Experience in market/consumer research, project management, and analysis of strategic planning initiatives
• Effective in managing cross-functional, multi-dimensional teams and projects
• Experience in managing multiple priorities independently and/or in a team environment
• Advanced skill presenting findings and information clearly and concisely
• Knowledge of project lifecycles and management methodologies

Nice To Haves

• Experience in user experience/market/consumer research
• Well-versed in both qualitative and quantitative methodologies
• Experience with data cleaning, sampling, screening, and recruitment process
• Advanced communication skills with strong ability to synthesize and communicate ideas visually, verbally, and in writing
• Expert use of Mural (virtual white-board)
• Expert use of Qualtrics (survey tool)
• Experience with statistical software such as SPSS, R, JMP
• Experience facilitating workshops and co-design sessions
• Working knowledge of Navy Federal policies, procedures, and regulations

Responsibilities

• Influence and set strategy enabling employee experience by providing insight-rich recommendations based on team member experience and industry trends
• Manage employee experience programs with iterative and continuous improvements that shape the future workforce and bolster commitment to listening and responding to employee concerns
• Develop change management strategies, tools, training materials, and resources to help leaders successfully implement and drive results that support effectiveness and the overall employee experience
• Support and present to executive leadership messages that reinforce programs, initiatives, culture, morale boosters, and reporting on employee satisfaction using the latest data
• Analyze and share insights on leadership performance trends from various sources to senior leaders
• Leverage data and industry insights to recommend improvements to processes impacting the employee experience
• Determine leadership development opportunities and collaborate with business partners to support employee engagement and retention activities
• Drive employee engagement by identifying opportunities to collect employee feedback and share key themes with senior leadership
• Support enterprise-level recognition platforms and maintain scalable recognition programs
• Regularly report key data, program activities, and achievement metrics to senior leadership
• Train and support company leaders on engagement, retention, onboarding/offboarding
• Facilitate employee experience planning and knowledge sessions with managers and supervisors
• Nurture a forward-looking, optimistic internal culture and winning vision to keep employees connected to Navy Federal's culture and strategic goals
• Perform other duties as assigned

Benefits

• Highly competitive pay
• Generous benefits and perks
• Recognition as one of the best companies for various demographics and categories
• Hybrid workplace options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree