Vice President, Customer Experience-On-Site

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

The VP Customer Experience is a transformative leader responsible for architecting and activating a customer-first strategy across Newrez’s mortgage ecosystem—from originations and servicing through to recapture, deepening retention and increasing revenue, ultimately earning the right to ask for more business. Reporting to the Chief Marketing Officer, this role drives cross-functional alignment, operational excellence, and emotional resonance at every customer touchpoint.

A core focus of this role is improving Newrez’s performance in the J.D. Power Study and STRATMOR benchmarks, using customer insights, communications, and experience design to elevate satisfaction, trust, and loyalty. The VP will lead a high-impact team across insights, communications, and reputation management, embedding brand values into both human and digital experiences—from call center interactions to mobile app journeys. Success in this role will be measured through the quantifiable outperformance of previous trends, including increased retention rates, higher NPS and notable improvement in JD Power and CSAT scores.

This leader will also play a critical role in supporting the Commercial Organization’s transformation of Newrez into a homeowner-centric financial services brand, with a focus of embedding purpose and customer-centricity into culture.

DESCRIPTION

Duties and Responsibilities

• Lead the strategic roadmap to improve Newrez’s performance in the J.D. Power Study and STRATMOR benchmarks, aligning internal stakeholders around key drivers of satisfaction, trust, and reputation.
• Translate customer insights into actionable initiatives across originations, onboarding, servicing, and digital channels - including mobile apps, self-serve portals, and call center interactions.
• Co-design customer journeys with servicing and originations leadership to reduce friction, increase transparency, and reinforce empathy, while embedding CX behaviors through training, scripting, and enablement.
• Lead development of targeted communications strategies and personalization tactics that proactively address customer needs, reinforce brand credibility, and tailor experiences based on segmentation and lifecycle stage.
• Monitor and report progress against JDPA and STRATMOR KPIs, NPS, OSAT, and other CX metrics, creating executive-level dashboards and storytelling that drive accountability and continuous improvement.
• Drive proactive reputation strategies, including campaigns to solicit positive reviews and improve ratings across local listings and national platforms, while integrating reputation insights into broader CX initiatives.
• Collaborate with Commercial Organization leaders and strategic partners to embed customer-centricity into culture, communications, and frontline behaviors, amplifying CX impact and measurable business outcomes.
• Performs related duties as assigned by management.
   

Qualifications and Education Requirements

• 10+ years of experience in customer experience, service design, or brand strategy, preferably in financial services or a regulated industry
• Bachelor’s degree required; MBA or advanced degree in business, design thinking, or behavioral science preferred
• Proven track record of leading cross-functional CX initiatives with measurable business impact
• Experience improving performance in industry benchmarks such as J.D. Power or STRATMOR
• Experience in quality assurance or process improvement, with a focus on driving consistency, compliance, and customer trust—especially as it relates to CX metrics such as NPS, OSAT, and JDPA performance
• Strong executive presence and ability to influence across departments and levels
• Exceptional storytelling, data synthesis, and strategic planning skills

Skills, Abilities, and Knowledge

• Deep understanding of customer journey mapping, service design, and experience measurement
• Ability to translate insights into operational improvements and emotionally resonant communications
• Skilled in stakeholder alignment, change management, and cross-functional leadership
• Proficiency in CX platforms, survey tools, and digital engagement strategies
• Strong analytical and strategic thinking skills, with a bias for action and continuous improvement
• Ability to lead with empathy, clarity, and accountability in a fast-paced environment