VP Customer Insights, Customer Experience

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

At Mr. Cooper Group, You Make the Dream Possible. 

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers. 

As we continue to grow and evolve, we are looking for an experienced and results-driven Vice President of Customer Insights to join our team. This leadership role is critical in shaping and executing strategies that improve our customer experience, enhance customer satisfaction, and drive business growth. 

Job Summary: 
The Vice President of Customer Insights will oversee the development and execution of the company’s customer insights strategy. This leader will leverage data and research to uncover valuable insights into customer behavior, preferences, and needs, which will inform product development, marketing strategies, and customer engagement initiatives. The VP of Customer Insights will work closely with cross-functional teams, including Marketing, Product Development, Operations, and Customer Service, to ensure a seamless and exceptional customer journey across all touchpoints. 

Key Responsibilities: 

• Lead and manage the Customer Insights team, fostering a culture of collaboration, data-driven decision-making, and customer-centricity. 

• Design and implement a comprehensive customer insights strategy, focusing on gathering, analyzing, and translating customer data into actionable business strategies. 

• Drive customer segmentation analysis, identifying key customer segments and tailoring marketing, sales, and service strategies to meet their unique needs. 

• Use qualitative and quantitative research methods (e.g., surveys, focus groups, customer interviews, behavioral analytics, etc.) to gather customer feedback and assess customer satisfaction, loyalty, and advocacy. 

• Collaborate with senior leadership to shape the company's customer experience and product development strategies based on insights. 

• Provide strategic guidance on improving customer journeys, reducing friction points, and optimizing the overall customer experience. 

• Establish and monitor key customer experience metrics (e.g., NPS, CSAT, CES) to track performance and identify areas for improvement. 

• Work closely with the Marketing team to develop customer personas and enhance messaging and campaigns based on customer insights. 

• Communicate findings and recommendations to executives and key stakeholders in a clear, concise, and impactful manner. 

• Stay abreast of industry trends, emerging technologies, and competitive landscape to continually enhance the company’s customer insights practices. 

Qualifications: 

• Bachelor's degree in Business, Marketing, Economics, or a related field (MBA or equivalent advanced degree preferred). 

• 10+ years of experience in customer insights, market research, or customer experience, with at least 5 years in a leadership role. 

• Extensive experience in the mortgage or financial services industry is highly preferred. 

• Proven ability to lead cross-functional teams and drive impactful change across an organization. 

• Strong knowledge of both qualitative and quantitative research methods, including survey design, data analysis, and statistical tools. 

• Expertise in customer segmentation, journey mapping, and data-driven decision-making. 

• Demonstrated ability to communicate complex insights in a clear and actionable manner to senior executives. 

• Excellent leadership, communication, and presentation skills. 

• Strong analytical thinking with the ability to translate data into strategic recommendations. 

Preferred Skills: 

• Familiarity with mortgage industry regulations and customer behavior trend