Justin Weiler
Senior Manager - Member Experience & Retention @PenFed Credit Union
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WORK HISTORY
Senior Manager - Member Experience & Retention @PenFed Credit Union
Managing a mortgage servicing member experience platform team that owns with four core focus areas: Member Satisfaction, Digital Experiences, 3rd party home services, and Member Engagement.Member Satisfaction:* Collecting, aggregating, analyzing, and presenting voice-of-the member data through multiple sources, including multiple surveys, along with hosting monthly roundtables with business line leaders on the data* Researching, identifying and implementing data-driven member experience improvementsDigital Experiences:* Identifying, determining, and prioritizing the creation of member education content media (articles, videos)* Developing, testing, prioritizing, and promoting new digital platform functionality to improve the member self-service experience, provider greater digital personalization, and help reduce call volumes* Identify, prioritizing, and roadmapping digital platform content needs. Sourcing content from a variety of partners to ensure content supports brand goals and adds positive digital experience value to our members.3rd party home services:* Managing a partner portfolio of growing home services provided on the members platform* Ensuring 3rd party services are showcased and promoted to produce further member use of the services and clear the value and benefit the services provide to our members
EDUCATION
Product School
Product Management
California State University, Fullerton
Bachelor of Arts (B.A.), Political Science and Government
University of Phoenix
Doctor of Management in Organizational Leadership
University of Phoenix
Master of Business Administration (MBA), Global Management
ABOUT JUSTIN WEILER
I am focused on delivering the best, data driven digital member experiences for my members.Currently serving as a Senior Manager - Member Experience & Retention. Within my member experience operations portfolio I manage a team directly responsible for: Digital Experience, Employee Engagement, Marketing, Member Insights, and Strategic Partnerships.The operations include, but are not limited to, the following:Digital Experience: Roadmap development, platform member self-service optimization, release deployments, go-to-market strategies, third-party integrations, digital content, platform performance and issues management, and platform leads marketing content. This operation is also tasked with user experience design standards, branding, and ensuring the platform is optimized to support both desktop and mobile member use.The digital experience team I lead also earned ICE Mortgage Technology 2024 Innovation Award for Best End-to-End Borrower Engagement. Employee Engagement: Digital experience release notes, demos, FAQ guides, campaign guides, warm transfer scripts, and member experience insight materials. Focus on ensuring member facing employees have needed digital experience support content and reference examples.Marketing: Developed and implemented an advance non-intrusive member communications email portfolio that continues to promote member benefits and lead to higher digital adoption rates and use, lower call volumes, higher e-services enrollment (AutoPay and e-Statements), digital content engagement, and increases in leads and third-party service usage. Member Insights: Operations that monitor, consume, and analyze analytics framework that aggregates member insights including, but not limited to, member surveys, complaints, digital platform usage trends, e-services enrollments, third-party data sources, and marketing leads and sales data.Strategic Partnerships: Build and maintaining a growing portfolio of integrated platform third-party strategic partnerships, which includes ensuring contracted service levels, branding, and marketing, and KPIs are met. I am a decisive decision maker experienced in strategizing, prioritizing, and executing throughout the member experience operations I manage, with a significant focus on the digital member experience.I also served as part of my industry\'s leading think tank, Filene, as part of their innovative i3 program.
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