Marketing Insights Manager

WORKERS FEDERAL CREDIT UNION

5h•Hybrid

About The Position

The Marketing Insights Manager partners across Marketing and the broader credit union to foster a performance‑based, member‑centric culture informed by meaningful feedback and insight. Reporting to the Director of Marketing Insights & Analytics, this role is responsible for the execution of member feedback programs, the translation of data into actionable insights, and the enablement of continuous improvement efforts across the organization. In this role, the Marketing Insights Manager ensures member feedback programs are run reliably, produce high‑quality data, and are trusted by stakeholders to inform decisions. The position plays a central role in supporting monthly Member Experience (MX) meetings through clear, accessible insight readouts that highlight trends, risks, and priorities. By partnering closely with stakeholders to turn the voice of the member into aligned actions, this role supports progress against Member Experience OKRs and helps drive sustained improvement in Net Promoter Score (NPS) performance relative to industry benchmarks.

Requirements

High School Diploma or equivalent required
3+ years of experience working in marketing, finance, analytics, customer experience, or related fields, where data is used to inform decisions and drive improvements
Hands‑on experience working with customer or member data
Efficiently learns and applies new tools (e.g., Qualtrics) and leverages ongoing training and platform enhancements/releases to strengthen feedback programs.
Demonstrated ability to translate data, metrics, and feedback into actionable recommendations that influence priorities and outcomes
Effectively partners with teams at multiple levels without direct authority
Translates complex findings into accessible, actionable messaging for varied audiences
Approaches challenges logically, using data to inform recommendations
Seeks opportunities to refine and mature feedback programs, processes, and measurement approaches over time
Takes accountability for outcomes, tracks progress, and evaluates impact

Nice To Haves

Bachelor’s degree in Marketing, Business, Analytics, Finance, Economics, or a related field preferred
Financial services experience preferred.

Responsibilities

Manage the execution of core member feedback programs, including NPS, CSAT, transactional, and relational surveys.
Ensure member feedback is collected at key moments in the member journey, including the development of new digital listening posts (dashboards).
Monitor data quality, response rates, and emerging themes and work to develop new feedback delivery channels like SMS to broaden survey participation.
Support closed-loop follow-up on member feedback in partnership with stakeholders
Create dashboards at the touchpoint and roll-up level to support a broader understanding of and engagement with member feedback.
Analyze quantitative and qualitative feedback to identify root causes, trends, and opportunities
Translate feedback insights into clear, practical recommendations
Partner with stakeholders to prioritize actions for member impact and business value.
Works at all levels of the organization to drive continuous improvement based on member feedback.
Supports monthly Member Experience meetings by preparing agendas, insight readouts, highlighting priorities, and facilitating discussion.
Helps stakeholders align on actions, owners, and success measures.
Tracks follow-through on actions and assess impact over time.
Monitors and reports NPS and key experience metrics against internal targets and external benchmarks
Identifies drivers of promoter, passive, and detractor behavior
Highlights risks and opportunities related to achieving MX OKRs
Perform additional duties or responsibilities as required, requested, or deemed appropriate.
May be asked to provide coverage in other WCU departments, functions, or business units as needed.
Comply with all WCU policies and procedures.
Contribute to departmental and organizational projects and initiatives as assigned.
Maintain the confidentiality of all member and credit union information at all times.
Regularly demonstrate behaviors as defined by the credit union's core values: Choose Purpose Over Ego, Be Direct With Respect, Dare to Grow, Do the Right Thing Always, and Win Together.