Enterprise Strategy
Attract and retain more members by supporting their financial needs and well-being to help them thrive?
What is Member-Centric?
Do, Learn, Grow
What is the Leadership Model?
4 Pillars
What is know me, show me, help me, and reassure me?
Member Insight pulled and the member qualifies for active duty checking account.
Clues/Cues
What are the 3 core values?
Service, Integrity, and Community
What is Scalable & Flexible?
Anticipate with empathy
What is Do?
4 categories of assessment used for member interaction
Is this still a good time for us discuss your options?
Transition
Member Recognition & Empowerment: Create and deliver tailored products, offers and experiences that make our members feel rewarded and recognized.
How de we deliver on strategic enablers Member Centric?
Employee capabilities/goals, engagement and retention.
What do we measure in Employee-Powered?
What is grow?
4 categories that are assessed on platform
What is products & services, financial health, recommendations, and resources?
What types of transactions most often bring you to Navy Federal?
Discover
Agile Organization: empower our people with the right processes and technology to launch innovative solutions with speed.
Digital experience, tech adoption, reliability, safety & Security
What do we measure in Scalable and Flexible?
Evolve and innovate with a growth mindset.
What is learn?
Describe the relevant features and benefits of Navy Federal products & services that will aid a member in achieving their financial goals?
Products & Services
Easy to use 24 hour account access and allows you to pay your bills from anywhere at anytime.
What is features and benefits?
Actionable Insights: deliver exceptional member value by operationalizing our member data across the organization.
How do we deliver Member- Centric organizational capabilities?
Attract, develop, retain and empower service-and purpose-oriented talent focused on creating value for our members and each other.
What is Employee-Empowered?
Leverage business knowledge to create strategically aligned solutions.
What is Do?
Educate members about the Mission: Credit Confidence
Dashboard?
What is resources?
"I prefer to deal with a human." "I am glad you enjoy working with us directly. Mobile banking offers you access to your account in case you aren't near a branch or can't wait for a representative on the phone. It is quick and easy. I'd love to share more information with you if you have another minute."
Modern Architecture & Platforms: Upgrade our infrastructure to enable business flexibility, scalability and resilience as our member base grows.