Job Description
Customer Experience Communication Director The Customer Experience Communication Director serves as an enterprise wide leader responsible for leading customer experience communications strategy, integrating messaging, data, platforms, and automation to drive customer engagement, retention, and measurable business outcomes across the end-to-end lifecycle. The Director acts as a liaison across Servicing, Originations, Corporate Communications and other business areas. The role is responsible for ensuring that servicing customer communication strategies are tightly aligned with the Company's brand standards, evolving customer experience expectations, and drives recapture efforts. The Director role is responsible not only for communications with Servicing customers, but will also collaborate and drive communication initiatives across the Company working with cross functional teams to create consistent, personalized, data driven messaging across all channels. This role has a direct responsibility to drive customer engagement and strengthen long term customer loyalty. As a cross functional partner, the Director will drive a Company wide vision for homeowner communications leveraging analytics and industry knowledge to create a personalized homeowner journey which will drive increased recapture rates and increased customer satisfaction. The role will lead platform and tool optimization (CRM, CX tools, analytics dashboards) to improve speed, accuracy, and scale. The perfect candidate should exhibit strong writing and copy-editing abilities, excel in building relationships, have an analytical mindset, and maintain organization while juggling multiple projects and deadlines. Job Functions and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Make quantitative and qualitative recommendations utilizing a broad set of inputs including internal data, in