Director - Homeowner Insights

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

POSITION SUMMARY

At Newrez, our mission is to do everything possible to make home happen. The Director of Homeowner Insights plays a critical role in bringing the voice of the homeowner to life across the organization. This leader operationalizes and synthesizes insights from STRATMOR (Originations & Servicing), J.D. Power (Servicing, Originations, Digital), and internal VOC channels to support enterprise customer experience strategy.

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.

Essential Functions, Duties, and Responsibilities

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.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• 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

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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