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Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) AVP Loyalty Strategy & Operations at our Tysons, Virginia location. The Assistant Vice President of Loyalty Program Strategy and Operations will play a pivotal role in launching and leading a groundbreaking enterprise-wide loyalty program at PenFed Credit Union, designed to enhance member engagement, retention, and satisfaction across all touch points. This position requires a strategic visionary with operational expertise to build the program from the ground up, integrating data-driven insights, innovative rewards, and seamless member experiences. The ideal candidate will possess a deep understanding of financial services, loyalty program best practices, and member-centric approaches, ensuring the program aligns with PenFed’s mission.

Responsibilities

Reasonable accommodations 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.

+ Develop and execute the overall strategy for the enterprise-wide loyalty program, including defining program objectives, target member segments, and key performance indicators to align with PenFed’s strategic goals.

+ Lead the design and implementation of program features, such as reward structures, tiered benefits, redemption options, and personalized incentives, ensuring they are innovative, competitive, and tailored to diverse member needs.

+ Oversee day-to-day operations of the loyalty program, including system integrations, process workflows, and vendor partnerships to ensure smooth functionality and scalability across all member channels (digital, in-branch, and mobile).

+ Analyze member data and behavior using analytics tools to identify trends, optimize program performance, and deliver targeted communications that enhance engagement and loyalty.

+ Collaborate cross-functionally with departments such as marketing, CBTO, compliance, and member services to integrate the loyalty program into existing operations and foster a unified member experience.

+ Manage the program’s budget, including resource allocation, cost forecasting, and ROI analysis to ensure financial efficiency and sustainable growth.

+ Ensure regulatory compliance and risk management for the loyalty program, including data privacy standards and adherence to PenFed’s policies on fair lending and member protections.

+ Lead and mentor a team of managers, analysts, and support staff, providing guidance on best practices, professional development, and performance metrics.

+ Monitor industry trends, competitor programs, and emerging technologies in loyalty and rewards to continuously innovate and refine the program for maximum impact.

+ Develop and implement measurement frameworks to track program effectiveness, including metrics like member enrollment rates, PenFed cost of funds, redemption activity, retention improvements, and net promoter scores.

+ Foster strategic partnerships with external vendors to include Slalom, reward providers, and fintech collaborators to expand program offerings and enhance value propositions for members.

+ Prepare and present regular reports to executive leadership on program progress, challenges, and opportunities, recommending adjustments to drive long-term success.

Qualifications

Equivalent combination of education and experience is considered.

+ Bachelor’s degree in business administration, marketing, finance, or a related field required; MBA or advanced degree preferred.

+ Minimum of twelve (12) years of experience in launching new products, program management, membership relationship management, or strategic operations, preferably within financial services or credit unions required.

+ Minimum of five (5) years of direct management experience with 2 years of experience in a director level role required.

+ Proven track record of designing and launching successful loyalty or rewards programs, with demonstrated impact on customer engagement and retention.

+ Experience with analytical skills and using data analytics tools (e.g., Tableau, Power BI, or similar) to drive insights and decision-making required.

+ Experience with financial services regulations, data privacy laws, and compliance requirements relevant to loyalty programs required.

+ Ability to build and maintain relationships with external partners, vendors, and industry stakeholders to enhance program offerings required.

+ Exceptional leadership and team management skills, with experience leading cross-functional teams and mentoring staff.

+ Excellent project management skills, with proficiency in tools like Asana, Jira PD, or Microsoft Project to manage complex, enterprise-wide initiatives.

+ Strategic mindset with the ability to align loyalty program objectives with broader organizational goals and member needs.

+ Strong communication and presentation skills, with experience delivering insights and recommendations to senior leadership and stakeholders.

+ Knowledge of emerging trends in loyalty programs, fintech, and customer experience technologies, with a passion for innovation.

Supervisory Responsibility

THis position will supervise employees.

Licenses and Certifications

Certified Customer Experience Professional (CCXP) preferred

Certified Loyalty Marketing Professional (CLMP) preferred

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites, industry events, and be on-call is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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