The Customer Experience Manager owns the end-to-end borrower journey across the full customer lifecycle, from lead and prospect through application, in-process, closing, and post-close retention. This role is responsible for designing, optimizing, and managing all customer communications and engagement channels including dialing strategy, paid ad response flows, email marketing, SMS, CRM automation, and post-closing nurture campaigns. This position works cross-functionally with Marketing, Sales, Operations, and Technology to ensure every interaction is timely, relevant, compliant, and conversion-focused. This is both a strategic and hands-on execution role.
Key Responsibilities
Customer Journey Ownership
- Map and manage the full lifecycle: Lead → Prospect → Application → In-Process → Closing → Post-Close
- Identify friction points and implement improvements to increase conversion, satisfaction, and retention
- Standardize communication cadence, SLAs, and messaging standards across all stages
Communication Strategy & Execution
- Design and manage automated email campaigns, SMS workflows, and dialing strategies
- Build paid ad response and routing workflows to ensure immediate follow-up
- Create in-process status communications and post-close retention campaigns
- Ensure consistent brand voice and regulatory compliance across all messaging
- Segment and personalize communications based on customer behavior and stage
Systems & Automation (Salesforce/CRM)
- Own CRM workflows, triggers, lifecycle automations, and routing logic
- Build and optimize Salesforce journeys, tasks, alerts, and dashboards
- Partner with IT/RevOps on integrations and data improvements
- Maintain data quality, segmentation, and reporting structures
Performance & Analytics
- Track KPIs including response time, contact rates, conversion, pull-through, and customer satisfaction
- Run A/B tests on messaging, timing, and channel mix
- Deliver regular performance reporting with recommendations for improvement
Cross-Functional Leadership
- Collaborate with Marketing, Sales, Processing, and Compliance teams
- Train staff on communication standards and best practices
- Serve as the internal voice of the customer
Qualifications Required
- 3–7+ years in Customer Experience, Lifecycle Marketing, CRM, or Marketing Operations
- Hands-on experience designing automated customer journeys
- Salesforce or comparable CRM platform experience
- Strong understanding of email and SMS marketing best practices
- Analytical mindset with reporting and performance optimization skills
- Excellent written communication and documentation abilities
Preferred
- Mortgage or financial services industry experience
- Experience with dialers, lead routing systems, or call center workflows
- Marketing automation platforms (Salesforce Marketing Cloud, HubSpot, Pardot, etc.)
- Experience in compliance-sensitive industries
- SQL or advanced analytics experience
Success Metrics (First 12 Months)
- Reduced lead response times
- Higher application conversion rates
- Improved pull-through to close
- Increased borrower satisfaction (CSAT/NPS)
- Greater automation and reduced manual touchpoints
- Clear lifecycle performance reporting
Applicants must complete all interviews without the use of AI or automated tools. All responses should reflect your own knowledge and experience.
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Application Question(s):
- Do you have experience in mortgage, real estate, financial services, or other regulated B2C industries?
- Will you now or in the future require sponsorship for an employment visa status (e.g., H-1B visa status)?
- How many years of hands-on experience do you have building and managing automated customer or lifecycle journeys (email, SMS, CRM workflows)?
- Which CRM platforms have you personally built workflows, automations, or routing logic in (not just used)?
Experience:
- Customer Experience, Lifecycle Marketing, or CRM: 3 years (Preferred)
- Marketing Operations: 3 years (Preferred)
Ability to Commute:
- Orlando, FL 32801 (Required)
Work Location: Hybrid remote in Orlando, FL 32801
