Director, PenFed Home Strategy
US-TX-San Antonio
Careers (External)
Req #: 11126
Type: Full-Time
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Overview: PenFed is hiring a (Hybrid) Director, PenFed Home Strategy at our San Antonio, Texas; Irving, Texas or Phoenix, Arizona location. The Director, PenFed Home Strategy serves as the enterprise leader responsible for defining, orchestrating, and optimizing the end-to-end member experience across all PenFed Home journeys - from awareness through purchase, refinance, home equity, realty, and insurance. This leader will oversee multiple strategy owners, each accountable for a specific experience portfolio, ensuring every touchpoint reflects PenFed's commitment to innovation, simplicity, and member value. By combining the financial strength of PenFed Credit Union with the real estate and insurance capabilities of PenFed Realty and its partners, this role will lead the evolution of a member-first, AI-powered homeownership ecosystem that seamlessly connects products, people, and technology. The Director will partner with senior leaders across Product, Marketing, Operations, IT, Compliance, Legal, and Data to execute the PenFed Home Experience roadmap - driving growth, operational efficiency, and long-term member loyalty. Responsibilities: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned. * Lead the vision, design, and continuous improvement of the integrated PenFed Home experience across mortgage, realty, insurance, and home equity. Ensure every journey is cohesive, data-informed, and aligned to enterprise objectives. * Champion an AI-first approach to experience design and delivery, embedding intelligent automation, predictive analytics, and personalization throughout the member journey to anticipate needs, reduce friction, and drive engagement. * Manage and mentor a team of Senior Managers who each lead a specific home experience portfolio. Foster a culture of innovation, accountability, and cross-functional collaboration that accelerates execution and continuous learning. * Define and oversee the multi-year experience roadmap for PenFed Home, ensuring alignment with organizational goals, technology investments, and evolving member expectations. * Collaborate across departments including Product, Marketing, Sales, Operations, IT, Legal, and Compliance to deliver seamless, compliant, and scalable member experiences powered by data and automation. * Use AI-driven analytics, feedback loops, and journey insights to represent the member's perspective in executive decision-making. Translate insights into actionable strategies that improve satisfaction, retention, and conversion. * Partner with technology and product leaders to integrate digital tools, automation platforms, and CRM systems that support a unified, personalized, and efficient homeownership experience. * Performance Management: Establish KPIs and success metrics for each experience portfolio, including satisfaction (OSAT/NPS), engagement, conversion, and operational efficiency. Use advanced analytics to measure, report, and continuously optimize performance. * Oversee collaboration with key external partners including PenFed Realty, Insurance providers, and technology vendors to ensure alignment with PenFed Home's strategic and operational goals. * Ensure that all experience initiatives uphold PenFed's standards for compliance, data privacy, ethical AI use, and regulatory adherence. * Lead enterprise-wide communication, alignment, and adoption of new experiences and digital initiatives. Act as a change champion promoting innovation and member-centricity across the organization. * Stay at the forefront of market trends in financial services, digital mortgage, technology, and applied AI. Drive competitive differentiation by positioning PenFed Home as the category leader in the modern homeownership experience. Qualifications: Equivalent combination of education and experience is considered. * Bachelor's Degree in a related field. * Minimum twelve (12) years of direct management experience and a minimum of five (5) years of leadership experience in Mortgage Lending. * Minimum of ten (10) years of experience in product strategy management (inclusive of technical development) of consumer products. * Demonstrated experience in building integrated, go-to-market strategies that leverage digital, marketing, and/or AI. * Demonstrated understanding of real estate leads management platforms, CRM platforms, and automated dialers. * Demonstrated strategic analysis skills with an ability to map an understanding of business drivers. * Excellent written communication skills with ability to consolidate complex topics and detail into digestible and actionable content for Executive presentations. * Experience working in a fast-paced dynamic environment while carrying multiple projects and managing different and often competing priorities. * Knowledge of agency, non-agency, FHA, VA, and home equity lending guidelines. * Excellent communications, conflict management, and negotiation skills. * Must possess a strong work ethic and be an enthusiastic team player. * Self-starter with the ability to work collaboratively, prioritize, and meet deadlines. * Experience in financial services or highly regulated industries a plus. Supervisory Responsibility This position will supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel The ability to travel to various worksites and be on-call may be required. #LI-Hybrid
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