VP, Consumer Experience Technology

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Consumer Experience Technology based in the United States.

The VP, Consumer Experience Technology will define and lead the product and technology vision for consumer-facing digital experiences, CRM platforms, and customer communication solutions. This executive role oversees Product and Engineering teams responsible for creating seamless, intuitive, and connected experiences throughout the customer journey. You will drive digital transformation by combining modern technology, data, automation, and AI to simplify interactions and improve customer engagement. Working closely with Marketing, Sales, Customer Success, Servicing, Operations, and Technology leadership, you will translate business priorities into scalable solutions. You will also champion user-centered innovation, strengthen platform performance, and ensure technology investments deliver measurable business value. This is an opportunity to shape the future of digital consumer experiences within a complex, regulated financial services environment.

Accountabilities

You will provide strategic leadership across consumer-facing product development and technology delivery, ensuring digital platforms, CRM capabilities, and communication channels support business objectives and customer expectations.

• Product Strategy and Consumer Experience

• Define and execute the product and technology strategy for consumer-facing digital platforms, communications, and CRM solutions.

• Lead the development and continuous improvement of digital experiences across customer acquisition, mortgage origination, and servicing.

• Establish product roadmaps aligned with business priorities, consumer needs, and enterprise technology strategy.

• Identify opportunities to deliver connected, personalized experiences across digital platforms and communication channels.

• Promote user-centered design, customer research, and data-driven decision-making to improve the overall consumer experience.

• Product and Engineering Leadership

• Lead and provide strategic direction to Product Management and Engineering teams responsible for consumer-facing technology.

• Establish 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 with platform modernization, technical debt reduction, and ongoing enhancements.

• Build and develop high-performing teams while encouraging collaboration, innovation, and continuous improvement.

• CRM and Consumer Communications

• Oversee the technology strategy and evolution of CRM platforms and consumer communication capabilities.

• Collaborate with Marketing, Customer Success, Sales, and Servicing teams to deliver consistent, personalized communications throughout the customer lifecycle.

• Improve customer engagement through automation, intelligent workflows, and integrated communication channels.

• Ensure CRM and communication platforms integrate effectively with the broader enterprise technology ecosystem.

• Identify opportunities to improve the relevance, timing, consistency, and effectiveness of customer communications.

• Digital Innovation and AI Enablement

• Leverage AI, automation, and emerging technologies to enhance consumer experiences and operational efficiency.

• Identify opportunities to simplify complex mortgage processes through intuitive digital tools and intelligent workflows.

• Work with Engineering and enterprise technology teams to evaluate and implement innovative solutions.

• Promote responsible adoption of AI-enabled capabilities that improve personalization, self-service, and customer engagement.

• Monitor technology trends and recommend solutions that generate measurable business value.

• Cross-Functional Partnership and Execution

• Act as a strategic technology partner to Marketing, Customer Success, Sales, Servicing, Operations, and executive leadership.

• Translate business requirements 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 outcomes.

• Support technology adoption, organizational readiness, and successful implementation of new capabilities.

• Performance and Continuous Improvement

• Define and monitor KPIs covering 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 across the consumer journey and lead initiatives to improve usability and efficiency.

• Evaluate technology and…