Seller Strategy CX Focus Manager (Hybrid - 3 Days in Office - VA or TX)

At Freddie Mac, you will do important work to build a better housing finance system and you'll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview :

The Freddie Mac Single Family team is seeking a dynamic and results driven professional with a passion for customer-centricity, innovation, and leading change.

Do you have an unwavering commitment to challenge the status quo and foster a customer-first culture? The Seller Strategy CX Focus Manager will be adept at building positive relationships and influencing partners at all levels to drive organizational goals.

This role can be based in McLean, VA or Plano, TX. Apply now and learn why there's #MoreAtFreddieMac!

Our Impact :

The CX group is responsible for the identification and implementation of customer experience strategies and processes with focus on continuous improvement to enhance the customer experience in the Single Family Business.

Your Impact :

The ideal candidate is a CX and Strategy professional, passionate about customer centricity, change & innovation, strategic thinking, relationship building & influencing - all with a focus on results.

Freddie Mac and our CX efforts will benefit from your passion, advocacy, talents and ability to inspire teams and move the needle on the CX maturity curve.

• Assist Strategic Leadership by demonstrating your proven track record of supporting the development and execution of long-term organizational strategies aligned with business goals.
• Solve complex problems by applying innovative and creative approaches such as Human Centered Design and using insights to drive effective solutions.
• Conduct comprehensive research and analysis to evaluate operational effectiveness, processes, and partnerships, driving informed decision-making.
• Influence customer experience strategy and operational excellence, ensuring consistent customer engagement and a customer-first lens in business decisions.
• Develop and implements management reporting on projects, programs, and initiatives, ensuring alignment with organizational objectives and driving measurable impact.

Qualifications :

• Bachelor's Degree or equivalent and 8+ years of related professional experience in primary mortgage market, mortgage technology, and / or consulting
• 5-7 years of experience with increasing accountability in the field of Customer Experience, Change Management, Culture Change, and / or Communications
• 2+ years of related leadership and / or management experience
• Human Centered Design experience
• Tableau and Salesforce experience preferred

Keys to Success in this Role :

• Understand our clients' needs, expectations and preferences to advocate for their needs while balancing Freddie Mac risk tolerances
• Practice Human Centered Design (HCD) practices and methodologies; other design thinking process experience a plus
• Drive CX strategy, operational excellence, and impact for a consistent customer engagement and customer first lens in business decisions
• Demonstrated growth mindset : effective listening skills, respect for others' perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received

Current Freddie Mac employees please apply through the internal career site.

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.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law.

We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

Notice to External Search Firms : Freddie Mac partners with BountyJobs for contingency search business through outside firms.

Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee.

If interested in learning more, please visit www.BountyJobs.com and register with our referral code : MAC.

Time-type : Full time

FLSA Status : Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs.

Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $121,000 - $181,000 and is eligible to participate in the annual incentive program.

The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.