Member Communication Orchestration Analyst I

Overview

To support the Member Communication Orchestration and Analytics team with the Next Best Action strategies and participate in delivering new and innovative business and technical solutions using Marketing Automation technology. Participate in data mining for marketing insights and implementation of predictive analytics and member next best action decisioning to meet Navy Federal product, revenue, and member engagement goals. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Receives general instructions on routine work and detailed instructions on new projects and/or assignments from higher level staff and management. Provides business units with actionable insights to improve campaign performance, recommends campaign tests, leads member-centric marketing efforts. Facilitates the operational side of marketing's usage of Pega.

Responsibilities

• Participate in providing business and technical advice to Marketing, Business Units, ETS, and other business partners in the definition of new and innovative business communication decisioning solutions in Pega Customer Decision Hub (CDH); assist with defining clear objectives, timeframes, and business value
• Ideate campaign targeting requirements and translate them into Pega CDH interaction strategies, targeting and personalization/variable data requirements, engagement policies, target audience sizing to ensure next best action effectiveness and business objectives/value realization; communicate to stakeholders
• Assist and support the orchestration and arbitration of member communications and ensure consistency in and relevancy of communications across inbound and outbound channels as new channels are integrated with Pega CDH
• Translate basic/routine business ideas and concepts into well-specified user stories for Pega next best actions
• Participate in implementing decision and predictive analytics standards in the Pega strategy architecture and arbitration frameworks
• Assist in the recognition of new data elements that would enhance marketing campaigns and work with data steward partners to ingest data into Pega for campaign use.
• Adopt best practices and standards for consistency across scrum teams, working with templatized processes and procedures within ADO (Azure Dev Ops) task tracking platform.
• Run simulations in Pega CDH to estimate business impact
• Participate in partnering with Data Science team on basic testing of adaptive models and use of predictive models from marketing, member segments and financial cohorts for advanced predictive capabilities
• Participate in and provide business partners with basic analysis of next best action strategies and results
• Maintain basic knowledge of all marketing and business unit goals, tactics, reporting, and data attributes
• Conduct basic analysis of daily and real-time next best action results to ensure delivery of expected business and member experience results
• Organize capacity for ensuring planned marketing initiatives are built in Pega on time
• Research basic emerging trends and best practices; recommend new campaigns/next best actions that help realize business goals
• Manage multiple marketing initiatives with basic scope and impact under tight deadlines; ensure next best actions are launched on time and meet internal client expectations
• Troubleshoot basic Pega CDH software issues, including integration with Salesforce, Online Banking, USD (unified service desktop), NFO (Navy Federal Online) and other systems; identify resolutions
• Perform other operational duties as assigned (Pega environment deployments, flat file ingestions, QAing direct mail proofs, etc.)

Qualifications

• Working knowledge of Pega CDH and Pega technology
• Experience collaborating with diverse teams of technical architects, business users, and ETS teams in all phases of the software development lifecycle
• Ability to learn routine to complex material, concepts, and technology quickly
• Proven ability to work in a "matrix" environment while managing multiple and competing priorities independently and/or in a team environment
• Experience leading projects, teams, and/or initiatives of small to medium scope
• Experience in Agile SCRUM or similar methodologies
• Experience in marketing campaign "life cycle" management and marketing analysis
• Experience using a broad range of Microsoft software applications, marketing research tools, trends, data mining and technologies (e.g. JMP, SQL, Mintel Comperemedia, Claritas tools, Omniture, Tableau, Databricks, PowerBI, Azure Data Studio etc.)
• Progressive experience developing comprehensive plans to address moderately complex business initiatives
• Familiar with member service operations (philosophy, sales, and cross servicing environments)
• Complete Pega Decisioning Architect certification coursework in first week in role
• Effective skill in producing desired results and achieving outstanding business results
• Effective skill in presenting findings, conclusions, alternatives, and information clearly and concisely
• Effective analytical, problem solving, and negotiation skills to resolve conflicting requests and obtain concurrence, and motivate stakeholders/senior management
• Effective verbal, written, and interpersonal communication skills
• Effective organizational, planning, and project management skills
• Bachelor's Degree in Marketing, Business, or the equivalent combination of education, training, or experience

Desired Qualifications

• Experience in designing and/or implementing Marketing and Decisioning software (i.e. Pega, Cordiant, Infor CRM Epiphany, SmartFocus, Experian, etc.)
• Familiar with credit union and/or financial service operations
• Working knowledge of Navy Federal's functions, philosophy, operations, systems, and organizational objectives
• Master's Degree in Marketing, Business, or the equivalent combination of education, training, or experience

Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane Vienna, Virginia 22180

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