Director, PenFed Strategy

Job Overview

Pen Fed is hiring a (Hybrid) Director, Pen Fed Home Strategy at our San Antonio, Texas;
Irving, Texas or Phoenix, Arizona location. The Director, Pen Fed Home Strategy serves as the enterprise leader responsible for defining, orchestrating, and optimizing the end‑to‑end member experience across all Pen Fed Home journeys – from awareness through purchase, refinance, home equity, realty, and insurance. This leader will oversee multiple strategy owners, each accountable for a specific experience portfolio, ensuring every touchpoint reflects Pen Fed's commitment to innovation, simplicity, and member value.

By combining the financial strength of Pen Fed Credit Union with the real estate and insurance capabilities of Pen Fed Realty and its partners, this role will lead the evolution of a member‑first, AI‑powered home ownership ecosystem that seamlessly connects products, people, and technology. The Director will partner with senior leaders across Product, Marketing, Operations, IT, Compliance, Legal, and Data to execute the Pen Fed Home Experience roadmap – driving growth, operational efficiency, and long‑term member loyalty.

Responsibilities

• Lead the vision, design, and continuous improvement of the integrated Pen Fed Home experience across mortgage, realty, insurance, and home equity. Ensure every journey is cohesive, data‑informed, and aligned to enterprise objectives.
• Champion an AI‑first approach to experience design and delivery, embedding intelligent automation, predictive analytics, and personalization throughout the member journey to anticipate needs, reduce friction, and drive engagement.
• Manage and mentor a team of Senior Managers who each lead a specific home experience portfolio. Foster a culture of innovation, accountability, and cross‑functional collaboration that accelerates execution and continuous learning.
• Define and oversee the multi‑year experience roadmap for Pen Fed Home, ensuring alignment with organizational goals, technology investments, and evolving member expectations.
• Collaborate across departments including Product, Marketing, Sales, Operations, IT, Legal, and Compliance to deliver seamless, compliant, and scalable member experiences powered by data and automation.
• Use AI‑driven analytics, feedback loops, and journey insights to represent the member's perspective in executive decision‑making. Translate insights into actionable strategies that improve satisfaction, retention, and conversion.
• Partner with technology and product leaders to integrate digital tools, automation platforms, and CRM systems that support a unified, personalized, and efficient home ownership experience.
• Performance Management:
  Establish KPIs and success metrics for each experience portfolio, including satisfaction (OSAT/NPS), engagement, conversion, and operational efficiency. Use advanced analytics to measure, report, and continuously optimize performance.
• Oversee collaboration with key external partners including Pen Fed Realty, Insurance providers, and technology vendors to ensure alignment with Pen Fed Home's strategic and operational goals.
• Ensure that all experience initiatives uphold Pen Fed's standards for compliance, data privacy, ethical AI use, and regulatory adherence.
• Lead enterprise‑wide communication, alignment, and adoption of new experiences and digital initiatives. Act as a change champion promoting innovation and member‑centricity across the organization.
• Stay at the forefront of market trends in financial services, digital mortgage, technology, and applied AI. Drive competitive differentiation by positioning Pen Fed Home as the category leader in the modern home ownership experience.

Qualifications

• Bachelor's Degree in a related field.
• Minimum twelve (12) years of direct management experience and a minimum of five (5) years of leadership experience in Mortgage Lending.
• Minimum of ten (10) years of experience in product strategy management (inclusive of technical development) of consumer products.
• Demonstrated experience in building integrated, go‑to‑market strategies that leverage digital, marketing, and/or AI.
• Demonstrated experience in building integrated, go‑to‑market strategies…