Director – Homeowner Insights

Role Overview

• 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.
• 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.
• 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.
• 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.

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.
• Expertise in visualization tools (Power BI, Tableau, Looker) and survey/statistical methods.
• 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.

Tech Stack

• Tableau

Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
• 1 company-paid Volunteer Time Off day
• Matching Gifts Program
• dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities