Mortgage Customer and Product Manager

Do you want to be part of a force for good, helping to make life better for customers and society in the moments that matter? At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities. Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.

The role of Mortgage Customer and Product Manager will play a key role in shaping and improving the mortgage customer journey, connecting product development, customer insight and colleague feedback to deliver better experiences and stronger outcomes. As the SME for the mortgage product and customer journey, this role will identify opportunities to enhance products, processes and communications, using complaints, conduct MI, operational feedback and market insight to drive practical improvements across the end-to-end journey.

The role will report to the Senior Mortgage Product Manager and support product changes and enhancements through appropriate governance, helping ensure mortgage solutions remain customer-focused, commercially effective and aligned to customer needs.

• Previous experience of product lifecycle management, preferably in mortgage lending.
• Strong understanding of mortgage lending, underwriting, and regulatory frameworks
• Experience in customer journey mapping and issue resolution methodologies.
• Ability to prepare and present insight and recommendations to forums and committees and influence key stakeholders.
• Understanding of Consumer Duty requirements.

Key responsibilities will include:

• Act as a subject matter expert for the mortgage journey, maintaining up-to-date knowledge of relevant regulatory and industry changes to ensure Hodge remains compliant and competitive
• Own and manage the end-to-end policies, communications, and procedures for the Mortgage customer journey. Ensure all materials are regularly reviewed and updated to reflect changes in regulation, product development, and system or business processes. Serve as the key link between product teams and frontline operations, translating strategic direction into consistent customer experiences across online, telephone, email, and postal channels.
• Product lifecycle management:
  Monitor product performance, customer feedback, and market trends to optimize existing offerings.
• Own the risk management of all Mortgage products in line with the Product Governance Framework including Product reviews, Fair value assessments and oversight of conduct MI.
• Issue resolution:
  Lead cross-functional initiatives to resolve issues across the Mortgage journey quickly and effectively developing plans for remediation as appropriate.
• Work closely with the Complaints team to analyse customer complaints, service issues, and operational challenges related to mortgage products and customer experience.
• Customer journey mapping:
  Develop and maintain detailed customer journey maps to identify pain points and opportunities for improvement. Use journey insights to inform product design, communications, and service delivery.
• Stakeholder management:
  Collaborate with marketing, sales, operations, risk, and technology teams to deliver seamless customer experiences.
• Support Mortgage Strategy:
  Support design and launch of new mortgage products and features through research, data analysis, and competitor benchmarking to meet customer needs.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, media, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We're currently exploring different certifications available and have done an initial review of how we think we'd fare, as we see this as a real opportunity for Hodge given our social purpose.