Director - Homeowner Insights

Newrez•Fort Washington, PA

13h•Onsite

About The Position

At Newrez, the Director of Homeowner Insights is crucial for integrating the homeowner's perspective throughout the organization. This leadership role involves operationalizing and synthesizing insights from various sources, including STRATMOR (Originations & Servicing), J.D. Power (Servicing, Originations, Digital), and internal Voice of Customer (VOC) channels, to inform the enterprise customer experience strategy. The Director is responsible for the daily execution of survey data ingestion, quality assurance, reporting, and insight development. They collaborate closely with Customer Experience, Originations, Servicing, Digital, Marketing, and Data & Analytics teams to ensure insights are accurate, timely, and actionable. This role requires transforming complex data into clear, compelling narratives that guide operational decisions and support closed-loop action planning.

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.
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.
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.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Nice To Haves

Experience with STRATMOR, J.D. Power, or mortgage lifecycle insights strongly preferred.

Responsibilities

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.
Establish consistent insight communication rhythms, including monthly score updates, executive briefings, and deep dive presentations.
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.

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 (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)