VP, Consumer Experience Technology

Accountabilities

You will provide strategic leadership across consumer-facing product development and technology delivery, ensuring digital platforms, CRM capabilities, and communication channels support business objectives and customer expectations.

• Product Strategy and Consumer Experience

  • Define and execute the product and technology strategy for consumer-facing digital platforms, communications, and CRM solutions.

  • Lead the development and continuous improvement of digital experiences across customer acquisition, mortgage origination, and servicing.

  • Establish product roadmaps aligned with business priorities, consumer needs, and enterprise technology strategy.

  • Identify opportunities to deliver connected, personalized experiences across digital platforms and communication channels.

  • Promote user-centered design, customer research, and data-driven decision-making to improve the overall consumer experience.

  • Product and Engineering Leadership

    • Lead and provide strategic direction to Product Management and Engineering teams responsible for consumer-facing technology.

    • Establish priorities, delivery expectations, and accountability across product development initiatives.

    • Partner with Technology leadership to ensure scalable architecture, platform stability, security, and technical performance.

    • Balance new product development with platform modernization, technical debt reduction, and ongoing enhancements.

    • Build and develop high-performing teams while encouraging collaboration, innovation, and continuous improvement.

    • CRM and Consumer Communications

      • Oversee the technology strategy and evolution of CRM platforms and consumer communication capabilities.

      • Collaborate with Marketing, Customer Success, Sales, and Servicing teams to deliver consistent, personalized communications throughout the customer lifecycle.

      • Improve customer engagement through automation, intelligent workflows, and integrated communication channels.

      • Ensure CRM and communication platforms integrate effectively with the broader enterprise technology ecosystem.

      • Identify opportunities to improve the relevance, timing, consistency, and effectiveness of customer communications.

      • Digital Innovation and AI Enablement

        • Leverage AI, automation, and emerging technologies to enhance consumer experiences and operational efficiency.

        • Identify opportunities to simplify complex mortgage processes through intuitive digital tools and intelligent workflows.

        • Work with Engineering and enterprise technology teams to evaluate and implement innovative solutions.

        • Promote responsible adoption of AI-enabled capabilities that improve personalization, self-service, and customer engagement.

        • Monitor technology trends and recommend solutions that generate measurable business value.

        • Cross-Functional Partnership and Execution

          • Act as a strategic technology partner to Marketing, Customer Success, Sales, Servicing, Operations, and executive leadership.

          • Translate business requirements and consumer feedback into actionable product and technology strategies.

          • Lead cross-functional planning and execution for major consumer experience initiatives.

          • Align stakeholders on priorities, timelines, dependencies, and expected outcomes.

          • Support technology adoption, organizational readiness, and successful implementation of new capabilities.

          • Performance and Continuous Improvement

            • Define and monitor KPIs covering digital adoption, customer engagement, conversion, platform performance, and customer satisfaction.

            • Use customer insights, product analytics, and business performance data to guide investment and prioritization decisions.

            • Identify friction points across the consumer journey and lead initiatives to improve usability and efficiency.

            • Evaluate technology and product investments against business objectives and expected outcomes.

            • Communicate strategic priorities, product performance, risks, and progress to executive leadership.

            Requirements

            The ideal candidate is an experienced technology and product executive with a strong track record of leading consumer-facing digital products, managing multidisciplinary teams, and delivering measurable business outcomes. You should combine strategic vision with technical understanding and the ability to influence stakeholders across a complex organization.

            • Bachelor's degree in Computer Science, Information Technology, Business, Product Management, or a related field preferred.

            • At least 10 years of progressive experience in Product Management, Technology, Digital Experience, or a related discipline.

            • At least five years of leadership experience overseeing Product, Engineering, or cross-functional technology teams.

            • Demonstrated experience leading consumer-facing digital products and enterprise technology initiatives.

            • Strong understanding of software development lifecycles, modern technology architecture, integrations, and Agile product delivery.

            • Experience overseeing CRM platforms, customer communication technologies, and digital engagement solutions.

            • Proven ability to develop product strategies, prioritize technology investments, and deliver measurable business results.

            • Experience using AI, automation, analytics, and emerging technologies to improve digital experiences and operational efficiency.

            • Excellent executive communication, stakeholder management, and organizational leadership skills.

            • Experience leading cross-functional teams through complex technology implementations and organizational change.

            • Ability to balance customer needs, technical considerations, and business priorities when making strategic decisions.

            Preferred Qualifications:

            • Experience in mortgage lending, financial services, fintech, or another regulated consumer technology environment.

            • Familiarity with mortgage origination and servicing processes, customer portals, and CRM platforms such as Total Expert.

            Benefits

            • Starting annual base salary: $190,000 USD, with final compensation depending on experience, qualifications, skills, and location.

            • Remote work opportunities across the United States.

            • Hybrid arrangement for candidates located within 30 miles of Santa Ana, California, or Austin, Texas, requiring four days on-site.

            • Medical, dental, and vision coverage.

            • Retirement plan with company contributions.

            • Parental leave.

            • Mental health and wellness benefits.

            • Generous paid time off (PTO).

            • Annual bonus plan for eligible non-sales employees.

            • Compensation and benefits may be modified over time and are subject to applicable company policies.