Marketing Insights Manager

*** This role is reserved exclusively for current employees of Workers Federal Credit Union (WCU). External candidates will not be considered at this time. ***

Job Title: Marketing Insights Manager

Department: Marketing Department

Department Location: Littleton, MA

Reports to: Director, Marketing Insights & Analytics

Career Stream: Individual Contributor

Classification: Hybrid

Onsite Frequency: Works on-site at HQ more than 10 days per month with assigned workspace

Pay Grade: 11

FLSA Status: Exempt

Pay Grade Range: $73,514.08 - $91,892.65

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

FUNCTION:

The Marketing Insights Manager partners across Marketing and the broader credit union to foster a performancebased, membercentric 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 highquality 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.

ESSENTIAL JOB DUTIES:

Member Feedback Program Execution

• 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

Insight Development & Action Enablement

• 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.

Stakeholder Partnership & Continuous Improvement

• 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.

Measurement, OKRs & Benchmark Performance

• 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

OTHER DUTIES

• 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.

Education

• High School Diploma or equivalent required
• Bachelor's degree in Marketing, Business, Analytics, Finance, Economics, or a related field preferred

Experience:

• 3+ years of experience working in marketing, finance, analytics, customer experience, or related fields, where data is used to inform decisions and drive improvements
• Handson experience working with customer or member data; financial services experience preferred.

Knowledge/Skills/Abilities/Competencies:

• Platform learning and continuous development: Efficiently learns and applies new tools (e.g., Qualtrics) and leverages ongoing training and platform enhancements/releases to strengthen feedback programs.
• Insighttoaction translation: Demonstrated ability to translate data, metrics, and feedback into actionable recommendations that influence priorities and outcomes
• Crossfunctional collaboration and influence: Effectively partners with teams at multiple levels without direct authority
• Clear and practical communication: Translates complex findings into accessible, actionable messaging for varied audiences
• Structured problem solving: Approaches challenges logically, using data to inform recommendations
• Continuous improvement mindset: Seeks opportunities to refine and mature feedback programs, processes, and measurement approaches over time
• Strong ownership and followthrough: Takes accountability for outcomes, tracks progress, and evaluates impact

Work Environment:

• Hybrid Work Environment: This position offers a hybrid work environment, combining remote work with regular on-site days at the Littleton Headquarters. This work environment is subject to change based on business needs.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• This is a largely sedentary role.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

NOTE: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AMERICANS WITH DISABILITIES ACT: Workers Credit Union complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.