VP, Consumer Experience Technology

Overview

Position: VP, Consumer Experience Technology

Location: US Remote - hybrid if located within 30 miles from Santa Ana, CA or Austin, TX (4 days on-site)

Pay: Starting at $190,000/yr + depending on experience

*Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level

Job Summary: The VP, Consumer Experience Technology is responsible for leading the product strategy, technology development, and delivery of New American Funding's external consumer-facing experiences, including digital platforms, customer communications, and CRM solutions. This role oversees Product and Engineering teams focused on creating seamless, intuitive, and connected experiences throughout the customer journey.

Working closely with Technology, Marketing, Customer Success, Sales, Servicing, and business leadership, the VP, Consumer Experience will drive innovation, simplify customer interactions, and leverage data and AI to improve engagement, operational efficiency, and overall customer satisfaction.Disclaimer: Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud.  In-Person Interview Required

Responsibilities

Product Strategy & Consumer Experience

• Define and execute the product and technology strategy for NAF's external consumer-facing platforms, communications, and CRM solutions.• Lead the development and evolution of digital experiences that simplify and improve the customer journey across acquisition, origination, and servicing.• Establish product roadmaps aligned with business priorities, consumer needs, and enterprise technology strategy.• Identify opportunities to create connected, personalized experiences across digital platforms and communication channels.• Champion user-centered design, research, and data-driven decision-making to continuously improve the consumer experience.

Product & Engineering Leadership

• Provide leadership and direction to Product Management and Engineering teams responsible for consumer-facing technology.• Establish clear priorities, delivery expectations, and accountability across product development initiatives.• Partner with Technology leadership to ensure scalable architecture, platform stability, security, and technical performance.• Balance new product development, platform modernization, technical debt, and ongoing enhancements.• Build and develop high-performing teams while fostering collaboration, innovation, and continuous improvement.

CRM & Consumer Communications

• Oversee the technology strategy and evolution of CRM platforms and consumer communication capabilities.• Partner with Marketing, Customer Success, Sales, and Servicing to deliver consistent, personalized communications throughout the customer lifecycle.• Drive improvements in customer engagement through automation, intelligent workflows, and integrated communication channels.• Ensure CRM and communication platforms effectively integrate with NAF's broader technology ecosystem.• Identify opportunities to improve communication relevance, timing, consistency, and effectiveness.

Digital Innovation & AI Enablement

• Leverage AI, automation, and emerging technologies to improve consumer experiences and operational efficiency.• Identify opportunities to simplify complex mortgage processes through intuitive digital tools and intelligent workflows.• Partner with Engineering and enterprise technology teams to evaluate and implement innovative solutions.• Drive the responsible adoption of AI-enabled capabilities that improve personalization, self-service, and customer engagement.• Continuously evaluate technology trends and recommend solutions that create measurable business value.

Cross-Functional Partnership & Execution

• Serve as a strategic technology partner to Marketing, Customer Success, Sales, Servicing, Operations, and executive leadership.• Translate business needs and consumer feedback into actionable product and technology strategies.• Lead cross-functional planning and execution for major consumer experience initiatives.• Align stakeholders on priorities, timelines, dependencies, and expected business outcomes.• Partner with business leaders to support technology adoption, organizational readiness, and successful implementation of new capabilities.

Performance & Continuous Improvement

• Establish and monitor key performance indicators related to 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 friction points throughout the consumer journey and lead initiatives to improve usability and efficiency.• Evaluate the effectiveness of product and technology investments against business objectives.• Communicate product performance, strategic priorities, risks, and progress to executive leadership.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, Product Management, or a related field preferred.• 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.• 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.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Pay Transparency Disclosure:If based in New American Funding’s offices, this role has the annual base salary range stated below.   

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.

New American Funding recruiters may contact candidates through LinkedIn, phone, text message, or email. Official email communications will come from an address ending in @nafinc.com. We will only request sensitive personal information through our secure application and onboarding systems – not through email, social media, text message, or instant messaging. New American Funding will never request payment from candidates at any stage of the recruiting process.

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