Group Product Manager - Customer Experience

Description

Union Home Mortgage is leading the charge to transform how people experience the mortgage journey—from initial engagement through homeownership and beyond. As the Group Product Manager for Customer Experience, you will be responsible for the strategy, roadmap, and execution of cross-functional initiatives that reimagine how our customers interact with every part of our business.

This is a leadership role for someone who can elevate product thinking across the organization while also rolling up their sleeves to drive progress. You will lead a team of Product Managers and collaborate deeply with Engineering, Marketing, Servicing, Sales, UX, and Operations to deliver seamless, empowering, and emotionally intelligent experiences at every customer touchpoint.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

Key Responsibilities

• Customer Experience Vision & Strategy: Define the multi-year vision for end-to-end customer experience across digital, human, and hybrid interactions.

• Team Leadership: Manage and mentor a team of Product Managers and/or Product Owners, fostering career growth, strong collaboration, and product excellence.

• Cross-Functional Alignment: Act as the voice of the customer across departments, ensuring product decisions reflect customer needs, business goals, and regulatory constraints.

• Strategic Roadmapping: Own the prioritization and roadmap for the Customer Experience initiative, ensuring alignment with the broader Future Mortgage Ecosystem strategy.

• Design Partnership: Collaborate with UX and Service Design leaders to map journeys, identify pain points, and co-create meaningful customer interactions.

• Outcome Ownership: Define and track key experience metrics such as NPS, CSAT, engagement, conversion, and time-to-close. Drive continuous improvement through data, insights, and iteration.

• Innovation and Scale: Evaluate and integrate technologies and platforms (Build vs. Buy) that enhance customer experience, personalization, and operational efficiency.

• Change Agent: Serve as a strategic change leader, helping the organization adopt customer-centric mindsets and agile ways of working.

Qualifications

 What You’ll Bring

• 8+ years of experience in product management, and 2+ years in a team leadership or Group PM.

• Demonstrated experience owning complex customer experiences across digital and human touchpoints—ideally in fintech, mortgage, or service-heavy industries.

• Expertise in product discovery, agile methodologies, and customer journey optimization.

• Strong people leadership and cross-functional collaboration skills.

• Proven ability to define strategy, build alignment, and drive measurable outcomes.

• Experience with experience design methodologies, voice-of-customer insights, and product analytics.

Nice to Have

• Experience working in highly regulated industries like mortgage, banking, or insurance.

• Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), CRM systems, and personalization technologies.

• Strong understanding of UX/UI principles, service design, and digital transformation best practices.

Why Join Us?

At Union Home Mortgage, we believe in more than just lending—we believe in creating lifelong partnerships. As a Group Product Manager / Director, you’ll shape how thousands of people experience one of life’s most important journeys: homeownership. You’ll be part of a forward-thinking, customer-obsessed team committed to building the future of mortgage.

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.