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As the world’s largest credit union, Navy Federal ($191.7 billion in assets, Vienna, Va.) often sets the tone in a variety of business areas for the entire credit union industry, from AI and mobile banking to branch network and lending strategy. Another area that’s top-of-mind for the leaders of credit unions of all sizes is member strategy - how to identify what members need, seamlessly deliver it to them and ensure they walk away with the best possible experience. And Navy Federal’s Member Strategy Office, launched in 2023, is a hotspot where new, member-centric ideas are being formed and put into practice.
In this episode of Shared Accounts With CU Times, Annie Sebastian, Chief Member Strategy Officer for Navy Federal and leader of the Member Strategy Office, gives us a (figurative) tour of the fairly new Office and explains how data is being used to shape her team’s focus and work. She also discusses how Navy Federal is leading the way with unique AI and mobile banking initiatives, and how the credit union is specifically assisting members who are navigating Permanent Change of Station orders from the military.
Sebastian also shares what’s kept her at Navy Federal for more than two decades, her leadership and management advice, and the name of a person she would meet if given the chance - who also happened to inspire her to become part of the credit union industry. Don’t sit this one out - press play and enjoy a journey into the mind of a seasoned credit union leader whose innovative ideas are moving the industry forward.
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