At a Glance
- Tasks: Shape and improve the mortgage customer journey for better experiences.
- Company: Hodge, a Welsh financial services provider focused on real estate finance.
- Benefits: Join a diverse team with a commitment to equality and sustainability.
- Other info: Opportunity for career growth in a supportive and dynamic environment.
- Why this job: Make a real impact on customers' lives while driving product innovation.
- Qualifications: Experience in mortgage lending and customer journey mapping required.
The predicted salary is between 59576 - 65000 £ per year.
Do you want to be part of a force for good, helping to make life better for customers and society in the moments that matter?
At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities.
Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.
The role of Mortgage Customer and Product Manager will play a key role in shaping and improving the mortgage customer journey, connecting product development, customer insight and colleague feedback to deliver better experiences and stronger outcomes.
As the SME for the mortgage product and customer journey, this role will identify opportunities to enhance products, processes and communications, using complaints, conduct MI, operational feedback and market insight to drive practical improvements across the end-to-end journey.
The role will report to the Senior Mortgage Product Manager and support product changes and enhancements through appropriate governance, helping ensure mortgage solutions remain customer-focused, commercially effective and aligned to customer needs.
- Previous experience of product lifecycle management, preferably in mortgage lending.
- Strong understanding of mortgage lending, underwriting, and regulatory frameworks
- Experience in customer journey mapping and issue resolution methodologies.
- Ability to prepare and present insight and recommendations to forums and committees and influence key stakeholders.
- Understanding of Consumer Duty requirements.
Key responsibilities will include
- Act as a subject matter expert for the mortgage journey, maintaining up-to-date knowledge of relevant regulatory and industry changes to ensure Hodge remains compliant and competitive
- Own and manage the end-to-end policies, communications, and procedures for the Mortgage customer journey.
Ensure all materials are regularly reviewed and updated to reflect changes in regulation, product development, and system or business processes.
Serve as the key link between product teams and frontline operations, translating strategic direction into consistent customer experiences across online, telephone, email, and postal channels.
- Product lifecycle management: Monitor product performance, customer feedback, and market trends to optimize existing offerings.
- Own the risk management of all Mortgage products in line with the Product Governance Framework including Product reviews, Fair value assessments and oversight of conduct MI.
- Issue resolution: Lead cross-functional initiatives to resolve issues across the Mortgage journey quickly and effectively developing plans for remediation as appropriate.
- Work closely with the Complaints team to analyse customer complaints, service issues, and operational challenges related to mortgage products and customer experience.
- Customer journey mapping: Develop and maintain detailed customer journey maps to identify pain points and opportunities for improvement.
Use journey insights to inform product design, communications, and service delivery.
- Stakeholder management: Collaborate with marketing, sales, operations, risk, and technology teams to deliver seamless customer experiences.
- Support Mortgage Strategy: Support design and launch of new mortgage products and features through research, data analysis, and competitor benchmarking to meet customer needs.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, media, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.
Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today.
We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.
ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely.
We're currently exploring different certifications available and have done an initial review of how we think we'd fare, as we see this as a real opportunity for Hodge given our social purpose.
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Mortgage Customer and Product Manager in Cardiff employer: Hodge
Hodge is an exceptional employer that values its employees by fostering a collaborative work culture and providing ample opportunities for professional growth. Located in Wales, the company offers competitive benefits, including a generous car allowance, and prioritises strong relationships both within teams and with clients, making it a rewarding place to build a career in finance.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Customer and Product Manager in Cardiff
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Hodge. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Mortgage Customer and Product Manager in Cardiff
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Hodge.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Hodge's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Hodge
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Hodge.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Hodge will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Hodge employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
