Product Manager - Customer Experience

Description

Union Home Mortgage is reimagining the mortgage experience through its Future Mortgage Ecosystem strategy—placing the customer journey at the center of innovation. As a Product Manager for Customer Experience, you will be responsible for shaping and delivering features, tools, and interactions that improve how our customers engage with us from application through servicing and beyond.

In this role, you'll collaborate with cross-functional teams to translate customer insights into actionable product initiatives. You’ll work closely with UX, Engineering, Marketing, and Servicing teams to design thoughtful, efficient, and emotionally resonant experiences that build trust and loyalty.

This is an ideal opportunity for a rising product leader ready to take ownership of a well-defined product area while contributing to broader experience strategy.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

Key Responsibilities

• Product Ownership: Own the delivery and evolution of one or more customer experience initiatives, aligned to key customer journeys such as onboarding, post-close engagement, or support.
• Customer Insight Translation: Analyze customer research, feedback, and behavioral data to identify experience gaps and opportunities.
• Roadmap Execution: Maintain a well-groomed product backlog; write user stories, define acceptance criteria, and manage sprint planning in partnership with engineering and design.
• Cross-Functional Collaboration: Partner with Product Designers, Engineers, and operational stakeholders to design and launch user-centric solutions.
• Performance Measurement: Define and track KPIs related to adoption, satisfaction (CSAT), NPS, and engagement. Use analytics to refine and iterate on features.
• Agile Product Delivery: Participate actively in agile ceremonies, including sprint reviews, retrospectives, and backlog refinement, ensuring continuous delivery and feedback.
• Stakeholder Engagement: Communicate roadmap priorities and feature progress to internal stakeholders, incorporating feedback into product iterations.

Qualifications

What You’ll Bring

• 3–5 years of experience in product management, business analysis, or a related field in a customer-facing digital environment.
• Strong understanding of user-centered design principles, agile methodologies, and MVP thinking.
• Ability to break down complex problems and collaborate cross-functionally to develop and deliver solutions.
• Experience working with UX, data, and engineering teams to bring ideas to life.
• Excellent written and verbal communication skills; able to clearly articulate product decisions and trade-offs..

Nice to Have

• Experience in mortgage, lending, fintech, or regulated industries.
• Familiarity with product analytics tools (e.g., Mixpanel, Amplitude, GA4) and customer feedback platforms (e.g., Qualtrics, Medallia).
• Exposure to journey mapping, service design, or voice-of-customer programs.

Why This Role Matters

This role gives you the opportunity to own real outcomes that directly impact our customers' satisfaction and engagement with Union Home Mortgage. You won’t just be delivering features—you’ll be shaping the way people feel during one of life’s most important milestones: buying and owning a home. It’s a pivotal position on our growing product team, with room to evolve into senior and leadership roles.

Why Join Us?

Union Home Mortgage is a high-growth, values-driven company committed to creating lifelong relationships with our customers—and with our team. You'll be part of a collaborative and forward-thinking team where innovation, inclusion, and career growth are prioritized. We offer competitive compensation, flexible work arrangements, professional development resources, and a culture built around trust, service, and performance..

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.