Hiring: Voice of Customer Program & Analytics Manager Company: PenFed Credit Union Location: San Antonio, TX Job Posted Time: 2026-09-12 13:32:15 Employment Type: Hybrid Target Skills & Keywords : AI, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Product Management, Salesforce About the job Required Skills: •Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned. •Administer the Voice of the Member (VOM) program that collects and analyzes feedback across the member's lifecycle, including surveys, complaints, and sentiment. •Analyze large data sets to identify trends, patterns, and other actionable insights. •Use data to synthesize high-quality reports, dashboards and presentations that incorporate the member's voice in key business strategic decisions, drives accountability across the organization, and improves business outcomes. •Lead the development and management of member interaction surveys, produce dashboards, recurring and ad-hoc reporting, and insight curation resulting from the survey score and feedback. •Develop reporting on key customer metrics utilizing survey data, demographic data, and operational data. •Effectively employ AI tools and maintain competency with artificial intelligence technologies to optimize member experience insights. •Assist in the management of PenFed's Member Relationship Management program, which assesses all members across a variety of qualitative and quantitative metrics to assess member health & behaviors and member value to inform campaigns designed to improve member engagement and overall member satisfaction. Qualifications: •Equivalent combination of education and experience is considered. •Bachelor's degree in business, Marketing, or related field •Six (6) to Seven (7) years of professional experience required with experience in customer experience (CX), Voice of the Customer (VoC) and/or research practices and principles, financial institution preferred. •Minimum of three (3) years in a role supporting applied data analysis, management, and analytics •Two (2) to three (3) years of experience leading work, projects or peers required with five (5) years of experience in a management role preferred. •Excellent verbal and written communication skills required. •Comprehensive expertise in data analytics, reporting, and data visualization •Ambitious and creative problem-solving skills required. •Proficient in Customer Experience Management tools such as Medallia Experience Cloud and/or Qualtrics XM Platform, including text analytics solutions. •Advanced Excel, PowerPoint, and Microsoft Office skills Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!