VP, Consumer Experience Technology

New American Funding•,

23h•Remote

About The Position

The VP, Consumer Experience Technology leads product strategy, technology development, and delivery for New American Funding’s external consumer-facing experiences, including digital platforms, customer communications, and CRM solutions. The role oversees Product and Engineering teams that create seamless, intuitive, and connected experiences across the customer journey. Working with Technology, Marketing, Customer Success, Sales, Servicing, Operations, and business leadership, the VP drives innovation, simplifies customer interactions, and uses data and AI to improve engagement, operational efficiency, and customer satisfaction. The position defines product and technology strategy and roadmaps for consumer platforms, communications, and CRM; leads product and engineering teams; and oversees CRM and consumer communication capabilities. It also advances digital innovation and responsible AI adoption, leads cross-functional planning and delivery, and monitors performance measures such as digital adoption, engagement, conversion, platform performance, and customer satisfaction. The role is US remote, with a hybrid arrangement requiring four days onsite for employees located within 30 miles of Santa Ana, California, or Austin, Texas. An in-person interview is required.

Requirements

10+ years of progressive experience in Product Management, Technology, Digital Experience, or related disciplines.
5+ years of leadership experience overseeing Product, Engineering, or cross-functional technology teams.
Demonstrated experience leading consumer-facing digital products and enterprise technology initiatives.
Strong understanding of software development lifecycles, modern technology architecture, integrations, and Agile product delivery.
Experience overseeing CRM platforms, customer communication technologies, and digital engagement solutions.
Demonstrated ability to develop product strategies, prioritize investments, and deliver measurable business outcomes.
Experience leveraging AI, automation, analytics, and emerging technologies to improve digital experiences.
Strong executive communication, stakeholder management, and organizational leadership skills.
Experience leading cross-functional teams through complex technology implementations and organizational change.
Must be able to verify identity and employment eligibility to work in the U.S.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, Business, Product Management, or a related field preferred.
Mortgage, financial services, fintech, or other regulated consumer technology experience strongly preferred.
Experience with mortgage origination, servicing, customer portals, and CRM platforms such as Total Expert preferred.

Responsibilities

Define and execute product and technology strategy for external consumer-facing platforms, communications, and CRM solutions.
Lead development and evolution of digital experiences across acquisition, origination, and servicing.
Establish product roadmaps aligned with business priorities, consumer needs, and enterprise technology strategy.
Develop connected and personalized experiences across digital platforms and communication channels.
Champion user-centered design, research, and data-driven decision-making.
Lead and direct Product Management and Engineering teams responsible for consumer-facing technology, setting priorities, delivery expectations, and accountability.
Partner with Technology leadership on scalable architecture, platform stability, security, and technical performance.
Balance new product development, platform modernization, technical debt, and ongoing enhancements; develop high-performing teams and foster collaboration and continuous improvement.
Oversee CRM platform strategy and consumer communication capabilities, including integration with the broader technology ecosystem.
Partner with Marketing, Customer Success, Sales, and Servicing to deliver consistent, personalized communications throughout the customer lifecycle.
Improve customer engagement through automation, intelligent workflows, and integrated communication channels; improve communication relevance, timing, consistency, and effectiveness.
Use AI, automation, and emerging technologies to improve consumer experiences and operational efficiency, including personalization, self-service, and engagement.
Identify ways to simplify mortgage processes through digital tools and intelligent workflows; evaluate technology trends and recommend solutions with measurable business value.
Serve as a strategic technology partner to business functions and executive leadership; translate business needs and consumer feedback into product and technology strategies.
Lead cross-functional planning and execution for major consumer experience initiatives and align stakeholders on priorities, timelines, dependencies, and outcomes.
Support technology adoption, organizational readiness, and successful implementation of new capabilities.
Establish and monitor KPIs for digital adoption, customer engagement, conversion, platform performance, and customer satisfaction.
Use customer insights, product analytics, and business performance data to guide investment and prioritization decisions.
Identify consumer journey friction and lead usability and efficiency improvements; evaluate technology investments against business objectives.
Communicate product performance, strategic priorities, risks, and progress to executive leadership.