Job Purpose

The Customer Research team is seeking a qualified candidate to support the Mortgage Technology Product Management organization in advancing customer-centric product strategies. The successful candidate will gain broad exposure to all phases of the product lifecycle — from customer research and market analysis to go-to-market planning and continuous improvement — with a core focus on translating the voice of the customer into actionable insights that drive meaningful improvements to user experience and product adoption.

Responsibilities

• Customer Research & Voice of the Customer (VoC)
  • Design, coordinate, and analyze customer research initiatives — including surveys, interviews, forums, and usability studies — to capture actionable insights.
  • Contribute to the VoC program by ensuring feedback is systematically collected, synthesized, and routed to the appropriate product and strategy teams.
  • Monitor customer sentiment trends and maintain feedback loops between customers, product management, and cross-functional stakeholders.
• Product Analysis, Insights & Optimization
  • Analyze customer feedback, enhancement requests, usage data, and support trends to inform product prioritization and efficiency improvements.
  • Conduct structured efficiency reviews of existing features, workflows, and processes to identify opportunities to streamline functionality and reduce customer effort.
  • Prepare data-driven insight reports for quarterly product reviews, tracking KPIs related to adoption, satisfaction, and feature utilization.
• Customer Experience & UX/CX Improvement
  • Partner with product and UX teams to identify friction points in the customer journey and advocate for user-centered design improvements.
  • Support customer advisory sessions, beta programs, and pilot initiatives to gather real-world feedback on new features.
  • Ensure customer experience considerations are embedded throughout the product lifecycle, from ideation through post-release evaluation.
• AI, Emerging Technology & Product Communications
  • Evaluate AI-powered features and tools with a focus on customer experience impact and support the integration of AI-driven insights into research workflows.
  • Stay current on AI and emerging technology trends relevant to mortgage technology and financial services.
  • Assist in the delivery of product communications including roadmaps, quarterly updates, and feature surveys.

Knowledge and Experience

• Bachelor's degree or equivalent combination of education, training, and experience.
• Familiarity with the mortgage industry and foundational knowledge of software product management concepts; prior exposure to customer research methodologies or UX principles is a plus.
• Strong analytical mindset with the ability to translate complex data into clear, actionable insights.
• Experience with or strong interest in AI tools and their application to product strategy and customer experience.
• Proficiency in Microsoft Excel and survey/analytics tools (e.g., Microsoft Forms, Sogolytics); familiarity with data visualization or product analytics platforms (Google Analytics, Splunk, APIs) preferred.
• Excellent organizational and communication skills with a collaborative, customer-obsessed mindset.