Director, Customer Experience Communications

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 initatives 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 quanatative and qualitative recommendations utilizing a broad set of inputs including internal data, industry and third party metrics and reports as well as competitive intelligence.
• Translate customer feedback into actionable initiatives focusing on communications - including websites, mobile apps, call center interactions and other available methods.
• Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots. 

• Ensure communications align with the company strategic goals, boost engagement, recapture rates and self-servicing objectives to foster lifelong customers, and comply with our established brand and style guidelines.

  
  
• Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.  This role is accountable for the final customer facing communications presented to homeowners.
• Develop and monitor success metrics, and make necessary adjustments, accordingly.
• Identify additional data needs to improve homeowner communication. 
• Create personalized homeowner journeys based on business needs to create positive experiences that translate to loyalty and retention. 
• Identify and define communication needs and personalization tactics that address homeowner needs, addresses fricition points, and creates a positive homeowner experience based on segmentation and status.
• Collaborate with appropriate stakeholders to implement, drive and/or enhance communications.
• Set and manage business priorities to ensure expectations are met.
• Ensure brand consistency across borrower facing communications.
• Coach and monitor direct report performance. 

Qualifications: 

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor's degree in Marketing, Communications, Business or related field .  Equivalent experience driving customer experience communications in regulated industries required.
• Minimum 12 years of marketing or communication experience with consumers, financial institution experience required, mortgage industry experience preferred.
• Deep experience with CRM platforms, automation, analytics, and lifecycle communications.
• Proven ability to drive measurable improvements in retention, engagement, and conversion.
• Expert knowledge of the roles of different communication outlets and appropriate usage based on objectives, costs, positioning, and overall strategy
• Proven track record of analyzing data, planning, driving and measuring communication efforts.
• Credible consultant, advisor, and facilitator of communication strategies and initiatives.

• Abilty to problem solve and work independently in a changing and fast paced environment.

  
  
• Superior time management, project management and organizational skills
• Excellent communication, influence, and stakeholder management skills with demonstrated success in securing cross funtional alignment and support
• Excellent writing, editing and creativity with the flexibility to adapt communications by channel and product.
• Demonstrated success working collaboratively across disciplines to achieve objectives.

Training and Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

The salary range for this position is expected to be $130,000 – $150,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company’s applicable plans.

Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.