Director - Homeowner Insights

POSITION SUMMARY

This role manages the day-to-day execution of survey data ingestion, quality assurance, reporting, and insight development. They partner closely with Customer Experience, Originations, Servicing, Digital, Marketing, and Data & Analytics to ensure insights are accurate, timely, and actionable. The Senior Manager/Director transforms complex data into clear, compelling narratives that inform operational decisions and support closed-loop action planning.

Insights Operations

• Own and manage all major customer insight programs, including STRATMOR (Originations & Servicing) and J.D. Power (Servicing, Originations, Digital).
• Oversee the integrity of all survey inputs, including methodology, sampling, attribution, scoring, and benchmarking.
• Partner with Data & Analytics to ensure accurate ingestion, transformation, and governance of all external and internal VOC datasets.
• Integrate survey results with internal feedback channels (complaints, QA insights, call analytics, digital telemetry, and agent feedback) to create a unified view of the homeowner experience.

Insight Interpretation

• Analyze survey performance to identify key score drivers, journey friction, operational breakdowns, and experience opportunities.
• Lead benchmarking and longitudinal analysis across STRATMOR, J.D. Power, and internal VOC sources.
• Conduct root cause analysis to ensure insights are precise, meaningful, and actionable.
• Produce clear, structured insight deliverables (dashboards, diagnostics, narrative summaries) that support strategic and operational decisions.

Insight Socialization

• Serve as the organization’s central liaison for homeowner insights, connecting Customer Experience with Originations, Servicing, Digital, Marketing, Compliance, and executive leadership.
• Facilitate recurring insight reviews that create shared understanding and alignment around key findings.
• Present insights in compelling, executive ready narratives that elevate clarity and accelerate decision making.
• Establish consistent insight communication rhythms, including monthly score updates, executive briefings, and deep dive presentations.

Insight Activation

• Work with business partners to define, prioritize, and execute action plans based on STRATMOR and J.D. Power results.
• Oversee closed loop action frameworks that translate insights into measurable improvements.
• Tie insights to key enterprise outcomes such as JD Power ranking improvements, operational efficiency gains, digital task completion success, and customer loyalty.
• Maintain transparent visibility into progress through roadmaps, performance dashboards, and leadership updates.

Qualifications and Education Requirements

• Bachelor’s degree in Business, Analytics, Statistics, Marketing, Economics, or related field required.
• 8+ years of experience in customer insights, VOC, analytics, CX measurement, or related disciplines.
• Experience with STRATMOR, J.D. Power, or mortgage lifecycle insights strongly preferred.
• Demonstrated success leading insights programs in a complex, regulated, or customer-centric organization.

Skills, Abilities, and Knowledge

• Expertise in visualization tools (Power BI, Tableau, Looker) and survey/statistical methods.
• Exceptional storytelling skills—can transform data into clarity, persuasion, and direction.
• Strong analytical skills with the ability to interpret large, multi-source datasets.
• Proven ability to influence senior executives and drive enterprise alignment.
• High attention to detail, sound judgment, and intellectual curiosity.
• Expertise in VOC analytics, customer experience measurement, and survey design.
• Strong storytelling and insight communication capabilities.
• Advanced problem-solving abilities with the ability to prioritize in fast paced environments.
• High learning agility; adaptable to new data systems, business requirements, and stakeholder needs.
• Ability to build trust and align diverse stakeholders around shared insights.
• Proficiency in Microsoft Office and analytics platforms.
• Ability to manage multiple priorities under tight deadlines in a fast-paced environment.
• Strong business acumen with technical aptitude in marketing systems and platforms.
• Expertise in project management and operational sequencing of complex rollouts.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.