PenFed Credit Union · 8 hours ago
Director, PenFed Home Strategy
Irving, TX
Full-time
Hybrid
Lead/Staff, Director/Executive
12+ years expPenFed Credit Union is seeking a Director of PenFed Home Strategy to lead the enterprise efforts in optimizing the member experience across various home-related services. This role involves overseeing strategy owners, fostering innovation, and collaborating with senior leaders to execute the PenFed Home Experience roadmap, all while ensuring compliance and operational efficiency.
BankingCreditFinanceFinancial ServicesLending
Responsibilities
Lead the vision, design, and continuous improvement of the integrated PenFed Home experience across mortgage, realty, insurance, and home equity
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
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
Partner with technology and product leaders to integrate digital tools, automation platforms, and CRM systems that support a unified, personalized, and efficient homeownership experience
Establish KPIs and success metrics for each experience portfolio, including satisfaction (OSAT/NPS), engagement, conversion, and operational efficiency
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
Stay at the forefront of market trends in financial services, digital mortgage, technology, and applied AI
Qualification
Required
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
Preferred
Experience in financial services or highly regulated industries a plus
Benefits
Robust medical, dental and vision plan options
Plenty of paid time off
401k with employer match
On-site fitness facilities at our larger locations
Company
PenFed Credit Union
PenFed Credit Union offers banking services, loans, mortgages, and credit cards to individuals and small businesses.
1001-5000 employees
H1B Sponsorship
PenFed Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (20)
2023 (10)
2022 (21)
2021 (12)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$845.89M2025-09-22Debt Financing· $398.49M
2024-08-29Debt Financing· $447.4M
Leadership Team
Sarah Heintzman
Executive Vice President, CFO
Andrea McCarren
Senior Vice President & Chief Content Officer, PenFed Digital
Recent News
The Virginian-Pilot
2025-11-05
Company data provided by crunchbase