Customer Experience Business Lead

At Freddie Mac our mission of Making Home Possible is what motivates us and its at the core of everything we do. Since our charter in 1970 we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

Freddie Macs Single Family team is seeking a dynamic innovative leader to drive customer-centric technology adoption and continuous improvement with our customers. This role blends the consultative expertise of a trusted advisor the customer experience focus of a customer experience (CX) manager and the technical leadership of a tech lead.

You will be responsible for maximizing technology adoption enhancing customer experience and delivering business outcomes for Freddie Mac and our customers. This includes supporting organizational goals influencing product and technology direction and building strong relationships both internally and externally.

Apply now to learn about our excellent benefits and why Freddie Mac is #HomeToMore!

Our Impact:

The Seller Engagement and Customer Experience teams directly support Freddie Mac Single-Family Acquisitions advancing our mission to expand equitable and sustainable homeownership through innovative products tools and engagement efforts.

Your Impact:

Develop and execute direction for seller engagement customer experience and technology adoption.

Lead engagements leveraging data insights and AI-driven analytics to drive key corporate goals and maximize seller satisfaction.

Apply AI and advanced analytics to identify opportunities optimize processes and deliver personalized solutions for sellers.

Serve an external product expert for Freddie Mac technology products and services.

Consult with sellers to solve complex problems using subject matter expertise business process design Freddie Mac solutions and AI-powered tools.

Champion the sellers perspective internally to influence product and technology features.

Guide the full technology implementation cycle: opportunity identification sale integration and ongoing adoption.

Drive operational excellence for consistent customer engagement and a customer-first lens in business decisions.

Conduct comprehensive research and analysis to evaluate operational effectiveness processes and partnerships.

Develop and implement management reporting on projects programs and initiatives ensuring alignment with organizational objectives and using AI to enhance reporting and insights.

Assist with delivery and content for CX interviews workshops and surveys incorporating AI to improve feedback analysis and experience design.

Qualifications:

Bachelors degree in business or related field or equivalent work experience preferred.

8-10 years of professional experience in the primary mortgage market mortgage technology management consulting or related fields.

Must have 5 years of primary mortgage market experience.

2-3 years of leadership and/or management experience.

Experience with Human Centered Design design thinking methodologies and change management.

Experience applying AI or advanced analytics within a business or technology environment preferred.

Tableau and Salesforce experience preferred.

Keys to Success in this Role:

Deep understanding of the mortgage industry Freddie Macs ecosystem and technology trends.

Proven ability to build and communicate a vision lead change and influence at all levels.

Outstanding consulting relationship management facilitation and project management skills.

Superb verbal written and presentation communication abilities including storytelling and advocacy.

Strong analytical and research skills including experience with AI and data-driven decision-making.

Demonstrated growth mindset effective listening and openness to feedback.

Experience driving high-visibility mission-critical projects.

Ability to serve as an agent of change fostering a collaborative and customer-first culture.

Flexible and adaptable capable of thriving in a fluid and evolving business and regulatory environment.

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender race color religion national origin age marital status veteran status sexual orientation gender identity/expression physical and mental disability pregnancy ethnicity genetic information or any other protected categories under applicable federal state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Macs business. This includes employee commitment to our acceptable use policy applying a vigilance-first approach to work supporting regulatory mandates and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.