Shape how the organization communicates with homeowners.
Act as a liaison across Servicing, Originations, Corporate Communications and other business areas.
Ensure that servicing customer communication strategies are aligned with brand standards.
Collaborate and drive communication initiatives across the Company with cross functional teams.
Drive customer engagement and strengthen long term customer loyalty.
Leverage analytics and industry knowledge to create personalized homeowner journeys.
Make quantitative and qualitative recommendations utilizing a broad set of inputs.
Translate customer feedback into actionable initiatives focusing on communications.
Craft engaging and clear copy for diverse platforms.
Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.
Develop and monitor success metrics, and make necessary adjustments.

Bachelor's degree in Marketing/Communications or other business degree.
Minimum 8 years of marketing or communication experience, financial institution experience required, mortgage industry experience preferred.
Expert knowledge of the roles of different communication outlets and appropriate usage based on objectives, costs, positioning, and overall strategy
Proven track record of analyzing data, planning, driving and measuring communication efforts.
Credible consultant, advisor, and facilitator of communication strategies and initiatives.
Ability to problem solve and work independently in a changing and fast paced environment.
Superior time management, project management and organizational skills
Excellent communication, influence, and stakeholder management skills with demonstrated success in securing cross functional alignment and support
Excellent writing, editing and creativity with the flexibility to adapt communications by channel and product.
Demonstrated success working collaboratively across disciplines to achieve objectives.

Director, Customer Experience Communications

Key skills