PenFed Credit Union · 1 day ago
Director, PenFed Home Strategy
San Antonio, TX
Full-time
Hybrid
Lead/Staff, Director/Executive
12+ years expPenFed Credit Union is hiring a Director, PenFed Home Strategy to lead the end-to-end member experience across various home-related services. This role involves overseeing strategy owners, collaborating with senior leaders, and driving the evolution of a member-first, AI-powered homeownership ecosystem.
BankingCreditFinanceFinancial ServicesLending
Responsibilities
Lead the vision, design, and continuous improvement of the integrated PenFed Home experience across mortgage, realty, insurance, and home equity. Ensure every journey is cohesive, data-informed, and aligned to enterprise objectives
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. Foster a culture of innovation, accountability, and cross-functional collaboration that accelerates execution and continuous learning
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. Translate insights into actionable strategies that improve satisfaction, retention, and conversion
Partner with technology and product leaders to integrate digital tools, automation platforms, and CRM systems that support a unified, personalized, and efficient homeownership experience
Performance Management: Establish KPIs and success metrics for each experience portfolio, including satisfaction (OSAT/NPS), engagement, conversion, and operational efficiency. Use advanced analytics to measure, report, and continuously optimize performance
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. Act as a change champion promoting innovation and member-centricity across the organization
Stay at the forefront of market trends in financial services, digital mortgage, technology, and applied AI. Drive competitive differentiation by positioning PenFed Home as the category leader in the modern homeownership experience
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
Comprehensive health, dental, and vision plans
Paid time off
Paid parental leave
Care support
Fitness center access
401(k) match
Employee loan discounts
Fully paid life and disability coverage
Education assistance
Community involvement
Volunteer opportunities
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 (19)
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