Empower Sr. Director of CX & Process Engineering

Stellenbeschreibung:

We are seeking a high-impact Sr Director of CX Process Engineering to bridge the gap between ambitious customer experience goals and technical execution. This role is designed for a strategic “translator”—a leader who can convert complex operational objectives across the mortgage lifecycle into actionable technical requirements, scalable processes, and data-driven solutions.

You will own the architectural integrity of the end-to-end customer journey, ensuring seamless coordination across Marketing, Sales, Fulfillment, and Secondary Marketing. A key priority will be optimizing our partnerships with national homebuilders, creating a frictionless transition from initial home search through loan closing.

Core Responsibilities

Strategic Translation
- Serve as the primary liaison between executive CX stakeholders and IT/Data Engineering teams
- Translate business vision into detailed functional requirements, technical specifications, and delivery roadmaps
End-to-End Process Design
- Map, analyze, and optimize the full mortgage lifecycle—from lead generation through loan sale in the secondary market
- Identify and eliminate friction points, redundancies, and manual interventions
Data Strategy & Architecture
- Partner with Data Science and Engineering to define and enable real‑time CX insights
- Establish data requirements to support predictive modeling (e.g., propensity to close) and operational visibility
Builder Partnership Integration
- Design and implement tailored workflows for national homebuilder partners
- Enable automated status updates, co‑branded digital experiences, and shared data ecosystems
- Ensure a seamless and transparent experience for builder stakeholders
Closed‑Loop Feedback Systems
- Build feedback loops connecting post‑closing outcomes and secondary market performance back to upstream teams
- Drive continuous improvement across marketing, sales, and operations
Technology & Platform Optimization
- Evaluate and enhance core systems including LOS (Loan Origination System), CRM, and POS platforms
- Reduce operational friction, streamline integrations, and eliminate manual workarounds

Qualifications & Skills

Experience: 10+ years in Fintech, Mortgage, or Financial Services with a focus on CX, operations, or process engineering
Technical Acumen: Strong understanding of APIs, SQL, data warehousing, and Agile development methodologies
Mortgage Expertise: Deep knowledge of the end‑to‑end mortgage lifecycle and secondary market dynamics
Leadership: Proven ability to lead cross‑functional teams and influence executive stakeholders
Strategic Thinking: Ability to balance big‑picture vision with detailed process design and execution

Key Performance Indicators (KPIs)

Conversion Velocity: Reduce time‑to‑close across all channels
Cost to Originate: Improve efficiency through automation and process optimization
Customer Satisfaction: Increase NPS/CSAT for both customers and builder partners
Data Integrity: Minimize stale data, duplication, and manual re‑entry across systems

Why This Role Matters

The mortgage journey is often fragmented across disconnected teams and systems, leading to inefficiencies and poor customer experiences. This role serves as the connective tissue across the organization—ensuring data continuity, process alignment, and a unified customer journey.

Your impact will transform how we operate: creating a streamlined, data‑driven ecosystem where customers, partners, and internal teams experience a single, cohesive process from lead to loan sale.