Director, Customer Experience Communications at Onity | USA | $130K/yr – $150K/yr

Onity

Director, Customer Experience Communications

USA (Remote)

$130K/yr – $150K/yrDirector/Executive12+ years expFull time

Posted 3 months ago

Top 1% of applicants do these two things.

The other 99% submit and hope. You're about to do something different.

Job Summary

Drive homeowner communications by turning feedback into compliant, personalized content across websites, apps, and campaigns.

Own end-to-end homeowner communications across channels.
Must-have: 12+ years in marketing/communications with consumer/financial industry experience.
Standout: Proven impact on retention, engagement, and conversion.

Job Description

Responsibilities

Make quanatative and qualitative recommendations utilizing a broad set of inputs including internal data, industry and third party metrics and reports as well as competitive intelligence.
Translate customer feedback into actionable initiatives focusing on communications - including websites, mobile apps, call center interactions and other available methods.
Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots.
Ensure communications align with the company strategic goals, boost engagement, recapture rates and self-servicing objectives to foster lifelong customers, and comply with our established brand and style guidelines.
Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards. This role is accountable for the final customer facing communications presented to homeowners.
Develop and monitor success metrics, and make necessary adjustments, accordingly.
Identify additional data needs to improve homeowner communication.
Create personalized homeowner journeys based on business needs to create positive experiences that translate to loyalty and retention.
Identify and define communication needs and personalization tactics that address homeowner needs, addresses fricition points, and creates a positive homeowner experience based on segmentation and status.
Collaborate with appropriate stakeholders to implement, drive and/or enhance communications.

Requirements

Bachelor's degree in Marketing, Communications, Business or related field . Equivalent experience driving customer experience communications in regulated industries required.
Minimum 12 years of marketing or communication experience with consumers, financial institution experience required, mortgage industry experience preferred.
Deep experience with CRM platforms, automation, analytics, and lifecycle communications.
Proven ability to drive measurable improvements in retention, engagement, and conversion.
Expert knowledge of the roles of different communication outlets and appropriate usage based on objectives, costs, positioning, and overall strategy
Proven track record of analyzing data, planning, driving and measuring communication efforts.
Credible consultant, advisor, and facilitator of communication strategies and initiatives.
Abilty to problem solve and work independently in a changing and fast paced environment.
Superior time management, project management and organizational skills
Excellent communication, influence, and stakeholder management skills with demonstrated success in securing cross funtional alignment and support

Preferred

mortgage industry experience preferred.

Benefits

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.

Onity

Onity supports the hospitality, self-storage, commercial, education and military segments with a full spectrum of electronic locking, access control and mobile key solutions. Since 1986, Onity has been a global leader in electronic access solutions, serving customers in more than 125 countries around the globe.Our DirectKey mobile access system is built on a proven platform that has been deployed across an installed base of more than four million Bluetooth locking devices in multiple industries. Onity continues to deliver technology that not only delights guests, but helps further build hotelier loyalty with innovative design and technology.For more information, visit onity.com.

Founded in 1941

Salem, Oregon, USA

266 employees

www.onity.com