At Mr. Cooper Group, You Make the Dream Possible.
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!
At Mr. Cooper Group, You Make the Dream Possible.
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.
As we continue to grow and evolve, we are looking for an experienced and results-driven Vice President of Consumer Insights to join our team. This leadership role is critical in shaping and executing strategies that improve our customer experience, enhance customer satisfaction, and drive business growth.
Job Summary:
The Vice President of Consumer Insights will oversee the development and execution of the company’s customer insights strategy. This leader will leverage data and research to uncover valuable insights into customer behavior, preferences, and needs, which will inform product development, marketing strategies, and customer engagement initiatives. The VP of Consumer Insights will work closely with cross-functional teams, including Marketing, Product Development, Operations, and Customer Service, to ensure a seamless and exceptional customer journey across all touchpoints.
Key Responsibilities:
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Lead and manage the Customer Insights team, fostering a culture of collaboration, data-driven decision-making, and customer-centricity.
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Design and implement a comprehensive customer insights strategy, focusing on gathering, analyzing, and translating customer data into actionable business strategies.
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Drive customer segmentation analysis, identifying key customer segments and tailoring marketing, sales, and service strategies to meet their unique needs.
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Use qualitative and quantitative research methods (e.g., surveys, focus groups, customer interviews, behavioral analytics, etc.) to gather customer feedback and assess customer satisfaction, loyalty, and advocacy.
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Collaborate with senior leadership to shape the company's customer experience and product development strategies based on insights.
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Provide strategic guidance on improving customer journeys, reducing friction points, and optimizing the overall customer experience.
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Establish and monitor key customer experience metrics (e.g., NPS, CSAT, CES) to track performance and identify areas for improvement.
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Work closely with the Marketing team to develop customer personas and enhance messaging and campaigns based on customer insights.
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Communicate findings and recommendations to executives and key stakeholders in a clear, concise, and impactful manner.
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Stay abreast of industry trends, emerging technologies, and competitive landscape to continually enhance the company’s customer insights practices.
Qualifications:
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Bachelor's degree in Business, Marketing, Economics, or a related field (MBA or equivalent advanced degree preferred).
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10+ years of experience in customer insights, market research, or customer experience, with at least 5 years in a leadership role.
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Extensive experience in the mortgage or financial services industry is highly preferred.
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Proven ability to lead cross-functional teams and drive impactful change across an organization.
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Strong knowledge of both qualitative and quantitative research methods, including survey design, data analysis, and statistical tools.
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Expertise in customer segmentation, journey mapping, and data-driven decision-making.
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Demonstrated ability to communicate complex insights in a clear and actionable manner to senior executives.
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Excellent leadership, communication, and presentation skills.
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Strong analytical thinking with the ability to translate data into strategic recommendations.
Preferred Skills:
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Familiarity with mortgage industry regulations and customer behavior trends.
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Experience with customer feedback platforms and CRM tools.
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Proficiency with analytics platforms such as Google Analytics, Tableau, or similar tools.
What We Offer:
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Competitive salary and bonus potential.
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Comprehensive benefits package, including health, dental, and vision insurance, 401(k), and more.
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A dynamic and collaborative work environment.
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Opportunities for professional growth and development.
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Work-life balance and flexible working arrangements.
If you are passionate about customer insights and have a proven track record in driving business growth through data-driven strategies, we would love to hear from you! Apply today to join Mr. Cooper and help shape the future of customer experience in the mortgage industry.
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
Job Requisition ID:
023483
Job Category:
Marketing & Communications
Primary Location City:
Dallas
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):
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What We Do
With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are. We’re Challengers of Convention Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast. We’re Champions for Our Customers Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back. We’re Cheerleaders for Our Team Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission. We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service. At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future. Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you.
