Digital Customer Experience Product Owner

Digital Customer Experience (DCX) Product Owner

Description:

If the thought of collaborating with other passionate and incredibly smart Digital experience experts to deliver innovative solutions that transform the Customer experience makes your heart race, then we want to meet you. We are seeking a customer-obsessed, hands-on, data-driven Product Owner to join Pulte Financial Services (PFS) new Digital Customer Experience agile software development team that has the responsibility to rapidly design, develop, and deliver Digital solutions to improve our Customer's experience throughout the home financing lifecycle.

As a DCX Product Owner, you will help lead a customer facing journey to create meaningful and simple digital experiences for our Customers. This position will lead the direction-setting, discovery, prioritization of Customer needs, requirements, and roadmap that shape Digital experiences based on the Voice of the Customer. The Product Owner will be responsible for articulating and translating the overall DCX vision into strategy and tactics for specific solutions in order to drive outcomes and key KPIs tied directly to business objectives. This highly collaborative role will need to work closely with stakeholders, users, and functional and technical team members, in order to rapidly deliver quality solutions to our Customers.

Responsibilities:

  • Act as the Voice of the Customer and evangelist for Digital customer experience designs and solutions
  • Gather customer and user feedback to continually improve the Customer's Digital experience, effectiveness and satisfaction
  • Document Customer expectations/needs via customer-centric user stories, mockups, requirements and acceptance criteria that clearly articulate to the team what they are to design, build and deliver
  • Communicate and coordinate across all teams in a way that leads to highly effective and efficient execution across all departments to generate high customer satisfaction and experience with PFS's services and products
  • Collect and prioritize Digital features that are aligned with Digital Customer Experience strategies and priorities. Refines, prioritizes and sequences tasks in the backlog. Consistently building and grooming the product backlog.
  • Collaborate and work directly with product owners, architects and delivery teams to size, prioritize, plan, design, build, test and deliver Digital solutions for assigned customer-centric features and user stories
  • Make hard, high-judgement trade-offs between features, requests, experience value and speed-to-market
  • Present product features at sprint demonstrations to teams, managers, and stakeholders
  • Review training materials and operating procedures; participate in training sessions
  • Participate in testing of Digital solutions, ensure quality by providing traceability to design documentation, features, user stories, test cases, and operational training material
  • Provide roll-out support and assistance during Production deployments
  • Resolve feature questions through data analysis and software tools (SQL, XML, etc.)
  • Communicate and collaborate with other scrum teams to define, track and integrate components across enterprise solutions
  • Continually monitor the competitive market place and determine products position in the market
  • Ensure user experience alignment across customer facing digital products and touch-points with team
  • Ensure consistent execution of the product lifecycle process from concept to launch

Experience and Skills Required:

  • Extensive experience in web and mobile product development environments supporting customer-facing digital solutions
  • Passion and understanding of new technology and digital trends
  • Strong communicator and communication ability to all levels of seniority and disciplines within the organization
  • Proven success developing business cases, roadmaps, product execution strategies
  • Experience documenting as-is and to-be process flows using BPMN and narratives
  • Demonstrated experience with OOAD and structured design procedures and deliverables
  • Demonstrated experience with user interface design and best practices for usability
  • Experience with complex integrated environments, such-as service-oriented architectures
  • Experience with financial and mortgage systems a plus
  • Deep understanding of iterative development methodologies
  • Highly detail oriented and well organized
  • Strong analytical, problem solving and conflict resolution skills
  • Excellent listening, oral and written communication skills
  • Excellent facilitation, presentation, and reporting skills
  • Ability to take complex concepts and synthesize to be understood by business users
  • 5 years' experience with Digital customer-facing technology development, design, business systems analysis, and testing
  • 3 years' Agile development experience, prefer scrum, Scaled Agile Framework (SAFe), and Product Owner experience (CSPO strongly desired)
  • Bachelor's degree preferred

All employees must be committed to fair and nondiscriminatory lending, in conformity with the Equal Credit Opportunity and Fair Housing acts, and to compliance with all applicable laws, regulations and company policies. Employees must act responsibly in their efforts to provide financial services to Pulte customers and to provide support to Pulte's core purposes.


Meet Some of Pulte Mortgage's Employees

Maria R.

Quality Assurance Analyst

With an ear for detail, Maria listens to customer service calls with borrowers, analyzes feedback surveys, and works with internal teams to find new ways to improve the customer experience.

Portia H.

Compliance Specialist

Portia and the Compliance Team work to facilitate Pulte’s regulatory examinations, in addition to creating and maintaining consumer disclosure forms in accordance with state and federal guidelines.


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