VP, Consumer Technology

Position: VP, Consumer Experience Technology

Location: US Remote - hybrid if located within 30 miles from Santa Ana, CA or Austin, TX (4 days on-site)

Pay: Starting at $190,000/yr + depending on experience

* Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level

Job Summary
:
The VP, Consumer Experience Technology is responsible for leading the product strategy, technology development, and delivery of New American Funding's external consumer-facing experiences, including digital platforms, customer communications, and CRM solutions. This role oversees Product and Engineering teams focused on creating seamless, intuitive, and connected experiences throughout the customer journey.

Working closely with Technology, Marketing, Customer Success, Sales, Servicing, and business leadership, the VP, Consumer Experience will drive innovation, simplify customer interactions, and leverage data and AI to improve engagement, operational efficiency, and overall customer satisfaction.
Disclaimer: Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud. In-Person Interview Required

Product Strategy & Consumer Experience

• Define and execute the product and technology strategy for NAF's external consumer-facing platforms, communications, and CRM solutions.
• Lead the development and evolution of digital experiences that simplify and improve the customer journey across acquisition, origination, and servicing.
• Establish product roadmaps aligned with business priorities, consumer needs, and enterprise technology strategy.
• Identify opportunities to create connected, personalized experiences across digital platforms and communication channels.
• Champion user-centered design, research, and data-driven decision-making to continuously improve the consumer experience.

Product & Engineering Leadership

• Provide leadership and direction to Product Management and Engineering teams responsible for consumer-facing technology.
• Establish clear 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, platform modernization, technical debt, and ongoing enhancements.
• Build and develop high-performing teams while fostering collaboration, innovation, and continuous improvement.

CRM & Consumer Communication
s

• Oversee the technology strategy and evolution of CRM platforms and consumer communication capabilities.
• Partner with Marketing, Customer Success, Sales, and Servicing to deliver consistent, personalized communications throughout the customer lifecycle.
• Drive improvements in customer engagement through automation, intelligent workflows, and integrated communication channels.
• Ensure CRM and communication platforms effectively integrate with NAF's broader technology ecosystem.
• Identify opportunities to improve communication relevance, timing, consistency, and effectiveness.

Digital Innovation & AI Enablement

• Leverage AI, automation, and emerging technologies to improve consumer experiences and operational efficiency.
• Identify opportunities to simplify complex mortgage processes through intuitive digital tools and intelligent workflows.
• Partner with Engineering and enterprise technology teams to evaluate and implement innovative solutions.
• Drive the responsible adoption of AI-enabled capabilities that improve personalization, self-service, and customer engagement.
• Continuously evaluate technology trends and recommend solutions that create measurable business value.

Cross-Functional Partnership & Execution

• Serve as a strategic technology partner to Marketing, Customer Success, Sales, Servicing, Operations, and executive leadership.
• Translate business needs 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 business outcomes.
• Partner with business leaders to support technology adoption, organizational readiness, and successful implementation of new capabilities.

Performance & Continuous Improvement

• Establish and monitor key performance indicators related to digital adoption, customer engagement, conversion, platform performance, and customer satisfaction.
• Use customer insights, product analytics, and…