Senior Principal, Customer Experience

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

As Senior Principal, Customer Experience (CX) you will be responsible for strategy, planning, and execution of the Direct-to-Consumer and overall Originations division's major customer experience goals. This is a highly impactful role leading analysis, strategy, reporting, and action plans to drive higher customer satisfaction and organizational focus.

In addition to building and optimizing key customer feedback loops, the role includes being a company-wide advocate for customer-centricity. The leader in this role will help educate, inform, and coach people across the organization to improve customer satisfaction on all originations products. This role includes leadership of programs, strategies, and campaigns to provide feedback to salespeople, loan processors, phone reps, agencies, and other team members and management.

You must maintain standards, meet timelines, exude proactive abilities to work, while continuously keeping the customer “point of view” (POV) at the center of decisions being made, as well as celebrating team members with hitting new customer experience goals.

The Senior Principal of Customer Experience will report directly to the SVP of Marketing. This is a high-energy and fast-paced function with direct exposure to senior executives.

Key responsibilities include:

• Measure and report on all customer interactions that impact customer satisfaction.

• Provide weekly executive summary of key touchpoints to leaders with feedback, clear action plans, and ongoing success tracking.

• Ability to understand business objectives and align Customer Experience accordingly.

• Suggest and drive improvements in people, process, and technology to improve the customer experience.

• Leadership of an extensive network of qualitative and quantitative customer measurement systems.

• Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change.

• Work with a data-driven mindset and an aptitude for technology.

• Collect and analyze data to make informed business decisions.

• Provide clear and high impact presentations of results and action plans.

• Drive a continuous process improvement culture across customer experience.

• Measure and track ROI on transformation opportunities for customer experience.

• Review of all facets customer journeys, customer touchpoint measurement, and competitive analytics tools.

Qualifications:

• Bachelor's in Business or Finance or equivalent work experience, Masters preferred

• Financial services experience strongly desired

• Expertise in customer measurement tools and platforms

• Deep experience with leading customer satisfaction survey methods, approaches, and analysis

• Strong knowledge of major customer satisfaction providers, such as Qualtrics, J.D. Power, Nielsen, Kantar, Ipsos, GfK, Experience.com and Trustpilot

• Knowledge of the latest customer experience measurement tools for digital, mobile, and telephony

• Ability to apply the latest customer science insight methods to uncover key customer motivators across all stages of the customer journey

• Customer Complaint Response experience required

• Experience in Marketing, Sales, Finance, and Customer engagement preferred

• Strong presentation, influencing, and communication skills

• Ability to work collaboratively with managers, senior leaders, and subject matter experts

• Unparalleled attention to detail, follow-up, and follow-through while managing multiple priorities.

• A history of developing and delivering high-impact presentations to executives in a large and complex organization

• Excellent interpersonal, verbal, written, and listening skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V