Senior Manager, User Insights

McLean , Virginia
Jan 31, 2018
Feb 06, 2018
Full Time



PenFed is hiring a Senior Manager, User Insights in our headquarters office located in McLean, VA. The primary purpose of this job is to delivering a Best-In-Class Member Experience is core to our mission and you will lead one of the core groups in this effort. The incumbent will lead the User Insight Team. Our User Insights team is charged with delivering actionable insight to the organization.


Equip with top of market tools (Voice of the Consumer, session recording, Morae, User Testing) and a firm grasp of qualitative and quantitative research methodologies you will lead a team involved in the observation, curation, and analysis of current or potential user experiences.   This will include auditing existing experiences, leading discovery, researching, benchmarking, and creating deliverables to share insights.


Essential Functions

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

    Own the development and management of User Personas. Delegate projects and assignments to the insights team. Support the growth and development of the User Insight team members. Represent the needs of the user. Lead and facilitate a variety of user research methods including: observational research, user/customer interviews, usability testing, focus groups, and other research methods. Create research plans for large and small initiatives. Analyze research to provide designers and other stakeholders with actionable insights to improve the user experience of our product. Establish core rubric for the analysis of ongoing behavioral observations, identifying gaps in understanding, and capabilities. Develop User Personas and contribute their governance across the enterprise. Leverage Voice of Consumer data to distill actionable insights for the organization. Work closely with the UX team to design the user experience for digital and physical experiences. Facilitate the collection of UX quality metrics through a variety of groups including Marketing, Support Services, Quality Assurance, and Product Teams. Gauging the usability of new and existing products. Contribute design expertise to brainstorming sessions among designers, developers, product owners and other team members. Participate in the analysis of the output of analytics applications. Advise on usability best practices, trends, and other experience standards while making recommendations that best support the achievement of business objectives. Actively contribute to finding new methods to understand user behavior and pain points in their online experience. Accomplish department and organization missions by completing related tasks as needed and assigned. Capture analysis success stories based on ROI. Assist in producing semiannual organizational insights document.

Education and Experience

Equivalent combination of education and experience is considered.

    Bachelor’s Degree in Psychology, Human Factors, Communications, Marketing or a related field is required. Master’s Degree is preferred. Minimum of five (10) years’ of experience in user research, human factors, and human centered design (HCD) is required. Experience with usability analysis & discovery such as: metric analysis, end-user interviews, usability tests, and competitive analysis. Experience collecting and/or facilitating the collection of competitor and market research. An understanding of web technology and current trends. Ability to create artifacts and deliverables that effectively share insights and communicate processes used in a project. Ability to communicate with product owners, developers, testers, clients and end-users in a manner that helps continuously enhance the overall usability of the application. Ability to reconcile key stakeholder interests, conflicting priorities, and business strategy. Experience working with Agile software development.

Supervisory Responsibility

This position will directly supervise 1-4 employees.


Licenses and Certifications

There are no additional certifications required.


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.*



Limited travel to various worksites is required.


About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. 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.


Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.


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 Opportunity

PenFed 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 703-838-1568.

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