Senior Manager, Digital Products & Design

Join our team as a User Experience Designer, where you ll design intuitive, user-centric digital solutions by being assigned to one of our key digital solutions such as the consumer-facing digital platform, team member Experience tools, document and data automation systems, communications tools, or AI-driven innovations. In this newly created individual contributor role, you ll collaborate closely with a product trio and cross-functional teams to conduct user research, create impactful designs, and deliver seamless user experiences. If you re passionate about crafting user-centric digital experiences and align with our values of outcomes over output and continuous learning through experimentation, this is your opportunity to shape our new product function and make a lasting impact in the mortgage industry.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Conduct user research, including interviews, surveys, and usability testing, to deeply understand the needs, behaviors, and pain points of both customers and team members.
• Create wireframes, prototypes, and high-fidelity designs for a diverse set of digital solutions, ensuring intuitive and accessible user experiences that align with user needs and business goals.
• Collaborate with a product trio and broader cross-functional teams, including product managers, developers, data analysts, and business unit leaders, to translate user insights and product requirements into actionable design solutions.
• Iterate on designs through rapid prototyping and user feedback, testing hypotheses to validate design decisions and optimize user experiences.
• Design for AI-driven features (e.g., chatbots, virtual assistants, intelligent document processing), ensuring seamless integration into user workflows and interfaces.
• Ensure consistency and accessibility in design by adhering to best practices and maintaining a cohesive design system across consumer-facing and internal tools.
• Analyze user feedback, behavioral data, and market trends to identify opportunities for design improvements and drive continuous enhancement of user experiences.
• Support go-to-market and change management strategies that facilitate smooth adoption of new features.
• Contribute to the establishment of UX design best practices, leveraging your expertise in user-centric design and iterative testing to support the company s new product and design functions.

Key Result Areas:

• Deliver user-centric digital designs that improve key metrics, such as engagement, user satisfaction, and internal efficiency, to support our Service Excellence philosophy and drive measurable business impact.
• Validate design solutions through user testing and iterative prototyping, ensuring measurable improvements in usability and accessibility.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• 6+ years of experience in UX design, user research, or a related field, with a proven track record of designing successful digital products.
• Bachelor s degree in a relevant field (e.g., Design, Human-Computer Interaction, Psychology, Computer Science, or a related discipline).
• Demonstrated expertise in UX design, including creating wireframes, prototypes, and high-fidelity designs using tools like Figma, Sketch, or Adobe XD, and delivering user-focused solutions.
• Strong experience conducting user research (e.g., interviews, usability testing, surveys) and translating insights into actionable design solutions.
• Proven ability to collaborate with cross-functional teams, including product managers, developers, and business stakeholders, to deliver user-focused designs.
• Proficiency in design and prototyping tools (e.g., Figma, Sketch, Adobe XD) and familiarity with agile methodologies.
• Excellent communication and problem-solving skills, with the ability to advocate for user needs and drive consensus in a collaborative environment.
• Experience designing for at least one of the following areas is a plus: consumer-facing digital products (e.g., online platforms, mobile apps), team member experience tools or internal tools, document/data automation (e.g., intelligent document processing), or omni-channel communications tools.
• Familiarity with designing for AI-driven features (e.g., chatbots, virtual assistants, intelligent document processing) is a plus.
• Knowledge of the mortgage industry (e.g., origination, servicing, regulatory requirements) is preferred.

Leadership Attributes:

• Integrity - always do the right thing.

• Judgment - effectively deal with the gray.

• Transparency - open and honest communication; early escalation; no hidden agendas.

• Respect - treat others with dignity and be respectful.

• Resiliency - tolerate dynamic conditions without undue frustration.

• Pragmatic - stay calm, act with focus and purpose, even when facing challenge and uncertainty.

• Passion - demonstrate positive excitement and conviction for what you do and needs to get done.

• Ownership - take responsibility for your span.

• Self-Motivation - personal drive to achieve, commitment to personal / organizational goals, initiative to act on opportunities and challenges, and optimism in the face of setbacks.

• Hunger - willing to throw head, heart, and hands into the job.

• Humility - do not have to be the smartest person in the room, give credit to others, willing to do any job to help the organization or team succeed.

• Desire to Win - super competitive yet understand that the competition is outside the organization.

• Empathy - the ability to put yourself in your customers shoes, understand and address apprehensions.

• Independent Thinker - analytical, the ability to make sense of things based on one s experiences and observations; not flustered by criticism or challenges and willing to stand for convictions.

• Intellectual Curiosity - passion for continuous learning and understanding why.