Lead the execution of strategic initiatives, optimize program performance, and enhance the credit and debit card member experience. This role requires strong expertise in card products/marketing, payments infrastructure, and CX principles.
Drive cross-functional initiatives, monitor key performance indicators, and deliver improvements that directly impact member satisfaction and portfolio growth. Collaborate closely with Product Development, Analytics, Marketing, and IT teams, to help ensure that UNFCU’s card programs remain competitive, digitally enabled, and responsive to evolving member needs.
This position is expected to be hybrid (once or twice a week in the office, or as needed).
NYC Salary Range - $116,360-$149,230 annually; compensation is commensurate to geographic location.
• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Lead the day-to-day execution of initiatives across the credit and debit card programs, ensuring alignment with business goals and member expectations.
• Drive delivery of product enhancements informed by competitive trends, member insights, and business priorities.
• Coordinate end-to-end initiatives that support card issuance, activation, spend growth, digital engagement, and member retention inclusive of marketing and product enhancements.
• Lead the development and management of the product marketing calendar in partnership with Corporate Marketing, ensuring alignment with product strategies, portfolio growth objectives, and member needs. Drive campaign planning, including target audience identification, segmentation, offer development, and performance objectives.
• Coordinate cross-functional stakeholders, including ERM, Lending, Compliance, Legal, and internal and external partners, to secure necessary approvals and ensure timely, accurate, and seamless execution of marketing campaigns. Establish appropriate controls, track campaign performance against defined KPIs, and identify opportunities for continuous improvement.
• Develop business cases and project plans for enhancements, securing necessary stakeholder support for execution.
• Track post-implementation results, measure performance against KPIs, and recommend continuous improvements.
• Monitor portfolio performance metrics (e.g., spend volume, activation rates, interchange revenue, profitability) and identify opportunities to drive growth and optimize engagement.
• Leverage data-driven insights to inform product decisions, marketing campaigns, and member outreach efforts.
• Collaborate with Analytics and Product teams to translate insights into targeted initiatives that enhance portfolio health and member value.
• Champion member-centric design by applying Journey Mapping and Design Thinking methodologies to improve cardholder experiences.
• Identify service pain points and lead initiatives that reduce friction, enhance ease of use, and improve member satisfaction.
• Serve as the primary liaison with Corporate Marketing to coordinate campaign execution, member communications, product positioning, and promotional initiatives that drive acquisition, activation, engagement, and retention. Track and report CX metrics (e.g., NPS, Customer Effort Score, Time to Resolve Disputes) to inform ongoing improvements.
• Support vendor management activities by ensuring project deliverables meet timelines, service standards, and business needs.
• Collaborate with Technology teams to successfully integrate new payment solutions, security features, and digital experiences into the card programs.
• Bachelor’s degree
• 7+ years of program management or card management experience
• Experience managing product marketing initiatives, including campaign planning, customer segmentation, cross-functional stakeholder coordination, and performance measurement.
• Strong understanding of credit and debit card issuing, payments operations, and industry trends
• Proven ability to manage complex projects across cross-functional teams and deliver measurable results
• Working Knowledge of CX principles such as Journey Mapping, VoC, and Customer Effort Score
• Proficient with Excel and PowerPoint
• Ability to build business cases with strong PowerPoint presentation skills
• PMP, CPP, or similar certification is a plus
• Experience in a financial institution, credit union, or global card environment
• Familiarity with emerging payment technologies and digital banking tools
• Background in supporting fraud prevention or loyalty programs is beneficial
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.