Director, Consumer & Market Insights
 Lighthouse Credit Union | |
tuition assistance, 401(k), profit sharing
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 United States, New Hampshire, Dover | |
| 9 Members Way (Show on map) | |
 Apr 10, 2025 | |
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OUR LEADERSHIP PHILOSOPHY At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forwardthinking organization. As such, we all hold ourselves accountable to the following: LEADERSHIP COMPETENCIES Demonstrates Interpersonal Awareness & Skills: A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As a managing leader, you will guide your team in effective communication strategies, foster strong interdepartmental relationships and model collaboration. Embraces Change & Learning: This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As a managing leader, you will build buy-in for change among team members, support their development and effectively manage team dynamics to achieve business results. You will also champion the benefits of change and encourage innovation and the generation of new ideas. Utilizes Critical & Creative Thinking: Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges to take initiative beyond one's immediate responsibilities. As a managing leader, you will effectively solve problems through creative methods, lead changes with optimism and motivate the team by setting clear expectations and recognizing performance. Takes Personal Ownership: This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As a managing leader, you will build and maintain collaborative relationships across the organization, seek constructive feedback and ideas for improvement and hold the team accountable for business impact while supporting their development. Location: Dover, NH POSITION SUMMARY The Director, Consumer & Market Insights is a core leader who will shape the future of Lighthouse Credit Union by defining where to play, which segments to pursue, and how to deepen relationships with both existing and prospective members. Leveraging a mix of qualitative (ethnography, concept testing, focus groups) and quantitative (surveys, MaxDiff, Conjoint, cluster analysis) research methods-and tools like Qualtrics for ongoing consumer sentiment monitoring-this position will uncover actionable insights that influence product roadmaps, marketing strategies, and overall member experience. As a central driver of innovation, the Director, Consumer & Market Insights will collaborate with Data & Analytics, Product, Corporate Strategy, and Marketing to pinpoint growth opportunities, refine value propositions, and ensure Lighthouse continues to deliver exceptional experiences that resonate with evolving member needs. This role offers a unique opportunity to guide strategic decisions, shape the credit union's long-term vision, and fuel member-centric growth. ESSENTIAL FUNCTIONS & RESPONSIBILITIES * Designs and leads comprehensive research initiatives-incorporating ethnography, focus groups, surveys, and advanced analytics-to capture real-time member and prospect insights. * Manages and maintains dynamic customer segmentation models, reflecting changing behaviors and needs to identify high-potential segments and growth pathways. * Monitors external trends (industry shifts, competitor strategies, M&A developments) to guide Lighthouse's strategic direction on where to play and how to differentiate. * Anticipates emerging behaviors and product opportunities, enabling the organization to proactively adapt and tailor offerings. * Leverages metrics such as Lifetime Value (LTV), member engagement scores, and satisfaction indices to evaluate growth initiatives and member-centric strategies. * Collaborates with Data & Analytics to regularly assess member economics, identifying opportunities to deepen relationships, increase share of wallet, and improve retention. * Partners with Product and Marketing to translate consumer insights into targeted features, value propositions, and campaigns that acquire new members and enhance loyalty among existing ones. * Coordinates with third-party research partners and platforms (e.g., Qualtrics), ensuring data integrity, methodological rigor, and timely delivery of insights. * Champions research findings across the organization-"walking the halls" to inspire teams, address questions, and cultivate an insights-driven culture. * Presents clear, actionable recommendations to senior leadership, illustrating how insights shape strategic decisions on product development, marketing initiatives, and overall member experience. * Mentors and develops junior team members, promoting a learning environment that embraces innovation, collaboration, and continuous growth. JOB SPECIFICATIONS * Qualitative & Quantitative Expertise: Mastery of diverse research methods-from focus groups and ethnography to MaxDiff, Conjoint, and cluster analysis-with the ability to select and apply techniques that best address Lighthouse's strategic questions. * Segmentation & Sentiment Monitoring: Proven experience managing customer segmentation frameworks and harnessing tools like Qualtrics to continuously track consumer sentiment. * Analytical & Synthesis Skills: Proficient at interpreting complex datasets and translating insights into clear, actionable strategies that inform decisions around product, marketing, and member engagement. * Communication & Influence: Exceptional written and verbal communication skills, adept at creating compelling narratives for executive audiences and engaging cross-functional teams. * Cross-Functional Leadership: Demonstrated success partnering with Data & Analytics, Product, Marketing, and other stakeholders to integrate insights into business roadmaps. * Financial Services Acumen: Familiarity with banking, credit unions, or related sectors preferred; a pulse on industry trends and an eagerness to drive member-centric innovation. * Culture Building: Track record of championing insights organization-wide, nurturing a culture of collaboration and data-driven action. EDUCATION, TRAINING & EXPERIENCE * Bachelor's degree in Marketing, Business, Statistics, Economics, or a related field; MBA or advanced degree a plus. * 10+ years of progressive experience in consumer insights, market research, or a related function-ideally within financial services. * Hands-on proficiency with key research methodologies (qual/quant), analytics software (SPSS, R, Python), and survey tools (Qualtrics or similar). * Demonstrated ability managing and mentoring research teams as well as overseeing third-party vendors and platforms. * Proven success socializing insights at all levels, driving strategic decisions that produce measurable impact on member satisfaction and growth. WORK ARRANGEMENT: The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. _______________________________________________ Benefits We Offer:
Additional Perks:
______________________________________________________________ LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER | |