Genworth Financial Senior Marketing Program Manager in Raleigh, North Carolina

POSITION

Senior Marketing Program Manager

LOCATION

Raleigh, NC

COMPANY

Genworth Mortgage Insurance, headquartered in Raleigh, North Carolina, is a global mortgage insurer with a major presence in the United States, Canada, and Australia. With origins dating back to 1980, Genworth Mortgage Insurance provides primary mortgage guaranty insurance coverage on residential mortgage loans, as well as mortgage pool insurance policies that enhance insurance coverage for various types of mortgage-related securities. Our mortgage insurance can help individuals secure low down payment loans and realize the dream of home ownership faster – even for the first time.

POSITION SUMMARY

Key leader in enhancing Genworth’s loan delivery value proposition by creating a superior customer experience. The successful candidate will leverage their significant Loan Origination Software and website expertise to align internal, vendor, and customer needs to create differentiated user experiences for customers.

RESPONSIBILITIES

Leadership and Strategy

  • Develop and implement a holistic loan delivery strategy that places Genworth at the forefront of delivering a superior customer experience.

  • Lead a team of 4+ technical, business professionals to create, deliver and measure a superior loan delivery experience.

  • Drive cross-functional involvement in the re-engineering of customer-facing processes that meet customer needs and preferences

  • Build support and participation in customer experience projects throughout all functional areas

  • Implement processes to drive efficiency, collaboration, prioritization and utilization of customer technology offerings

Create Technology-Based Customer Solutions

  • Partner with the Information Technology team to create IT solutions that improve the customer experience within defined scope, budget, and timeframe

  • Contract and build strategic IT partnerships through conferences, sponsorships, and professional association memberships

  • Manage vendor contracts, NDAs, SOWs, and work plans for vendor/internal collaborative projects

  • Lead Genworth/vendor/customer integrations with industry technology platforms

  • Lead web development, web analytics, and user experience projects

  • Lead builds, enhancements and fixes in IT products. Scope includes understanding customer needs, defining projects’ cost/benefit, managing the coding according to specifications, compliance and commercialization processes for new offerings, and effective education of salesforce on new technology offerings

  • Prioritize and quantify IT investments most likely to result in meaningful differentiation in customer experience

Research, Analytics, and Measurement

  • Measure ROI of technology improvements; customer loyalty, and retention

  • Analyze customer needs, potential product impact, product acceptance and utilization, and assess the business impact of technology solutions

  • Support the commercial team in building business cases for CX enhancements

  • Initiate, manage, and measure initiatives that support Genworth’s strategic goals to provide an exceptional customer experience

Marketing and Communication

  • Create strategies to drive customer utilization

  • Identify ways to communicate the advantages of our customer experience value prop

  • Partner with Marketing Communications to develop appropriate marketing strategy, press releases and collateral related to Customer Experience improvements, ensuring that customers recognize and value Genworth's exceptional service levels.

  • Build employee awareness of customer needs, and knowledge of our current service successes and gaps through internal communication initiatives such as writing intranet articles, planning events and campaigns, rewards and recognition, etc.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree

  • 7+ years project management experience

  • 2+ years financial services industry experience

  • 3+ years financial services industry experience

  • Previous sales and loan origination software experience

  • Microsoft Excel and PowerPoint proficiency

  • Analytics and measurement experience

  • Familiarity with Customer Experience functions

  • Ability to work effectively in a culturally diverse work group

  • Ability to work extended hours as business demands

  • Ability to work at a high level with minimal supervision

  • Ability to manage multiple, simultaneous responsibilities

  • Ability to travel domestically as needed

PREFERRED QUALIFICATIONS

  • 2+ years in a Customer Experience function

  • Mortgage or insurance industry experience

  • Mastery of project management tools and methodologies including 6 sigma

  • Previous experience with project management, change management or consulting

  • Knowledge of MIDAS, SAS, and other Genworth internal systems

ADDITIONAL

  • The duties and responsibilities of this role require that the position be physically based in the USMI headquarter office in Raleigh, NC

Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.