Client Insights Manager- Customer Experience

Freddie Mac
McLean, VA
Aug 17, 2018
Aug 22, 2018
Full Time
Position Overview
The Freddie Mac Single Family team is seeking a Client Insights Manager- Customer Experience to build, execute and bring to life our customer experience strategy and vision. You are a big picture thinker and a detailed worker who gets excited about creating impactful experiences for our customers.

In this role, you will design experiences that provide exceptional branded moments at every customer touchpoint. You will partner with stakeholders across the organization to ensure ongoing visibility of interactions across each customer journey, applying principles of service design, design thinking and strategy and content strategy.

If you’re an ideal candidate, you are curious, detail oriented, can use insights to solve complex customer problems, and have a passion for customer centricity. Freddie Mac and our CX efforts will benefit from your passion, advocacy, talents and you’ll be challenged to grow your craft by interacting, understanding and serving some of the most complex organizations in any industry.

Your work falls into two primary categories:

Customer Management: *Partner with the customer insights team to use customer personas and segments to design more personal and targeted customer experiences
*Drive customer experience design that supports the end to end experience for all channels and customer segments
*Leverage tools and techniques such as journey mapping, customer archetypes, and user experiences to deliver the desired customer experiences in the market
*Develop a forward-thinking customer experience environment and enable co-creation, prototyping, testing and validation of new techniques

Stakeholder Management:

*Develop future state experience maps with cross-functional teams, documenting experience improvements and validating future state experience maps
*Work closely with other teams within Single Family to achieve customer experience goals
*Align focus of multiple stakeholders toward a unified end-to-end experience for the customer, bringing together strategy and execution

Basic Requirements
*Typically 7+ years’ experience with accountability in experience design
*Related academic or professional background (degree in a Social or Behavioral science, design, human factors, information science or HCI; advanced degree a strong plus)
*Experience with Service Design, Design Thinking and /or design methodologies
*Experience partnering with a variety of business stakeholders to solve a wide variety of business problems that impact experience
*Demonstrated ability to collaborate across organizational boundaries and influence others to build consensus and drive decision-making even when direct authority does not exist
*Strong analytical and problem-solving skills
*Ability to organize and prioritize while working on multiple, simultaneous projects of varied size and complexity
*Collaborative and strong team player who contributes to healthy team motivation and morale, offering emotional and logistical support.
*Demonstrated growth mindset: effective listening skills, respect for others’ perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received
*Experience with service design, journey mapping and designing for emotion

Key to success in this role

*Mortgage industry experience or financial/credit analysis
*Detail oriented and excellent organization skills
*Familiarity with project planning, risk management activities
*5+ years of SQL, 4+ years – one or more BI tools (SAS, R, MicroStrategy) programming experience
*2+ years of Big Data/Hadoop experience
*Experience working with JSON, XML and unstructured data
*Experience with columnar databases

Top 3 Personal Competencies to possess *Leadership- Set and execute upon a clear vision, strategy, and/or goals
*Drive for Execution- Be accountable for strong individual and team performance
*Growth and Development- Know or learn what is needed to deliver results and successfully completes

Preferred Skills
*B2B customer experience expertise
*Experience in financial services
*CCXP certification
*Design Thinking or equivalent certification

Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.