Employees, contingent workers and visitors are no longer required to show proof of vaccination to be on-site. Effective January 2023, Freddie Mac’s hybrid work arrangement is 3 days in the office (specifically Tuesday, Wednesday & Thursday).

Position Overview:

The successful candidate will collaborate with a variety of teams both internally and across the business to contribute to our established CX strategy and roadmap. This person must have a customer-led attitude and the ability to work with teams to adopt that same approach of embedding the customer experience in everything we do. You are curious at heart, flexible, diligent, able to approach your profession with a service orientation and desire to inform and influence others.

Our Impact:

The Freddie Mac Single Family Customer Experience team is seeking a Strategy and Change Management Lead to help change how we think, and what we know, about our clients. You will bring the client perspective to the forefront of our business and help teams adopt CX principals as initiatives spin up, get built, and implement.

Here’s what you'll support to advance the customer experience for Single Family:

• As a member on the team, partner closely with other CX team members to contribute to a cohesive CX Strategy and Roadmap for Single Family.

• Drive product/tool adoption in internal teams.

• Partner across the team, and with partners to ensure a consistent CX approach/standard is applied and aligned with the CX Strategy and to help teams build CX practices that align to their work

• In partnership with Insights, Design and Client Solutions, build processes that embody a CX standard and can be used across Single Family

• Engage “enterprise” teams in Modern Delivery and Transformation teams in Multi-family to share/gain gold standards and employ them across Single Family as needed/appropriate

• Support the broader CX team in Salesforce development and prioritization

• Support a client-led culture within Single Family, incl. developing and deploying a CX Culture strategy partnering with the broader CX team.

Your Impact:

The ideal candidate is a CX and Strategy professional, passionate about customer centricity, change & innovation, critical thinking, relationship building & influencing - all with a focus on results. Freddie Mac and our CX efforts will benefit from your passion, advocacy, talents and ability to inspire teams and move the needle on the CX maturity curve.

Qualifications:

Requirements:

• 5-7 years of experience with increasing accountability in the field of Customer Experience, Change Management, and Culture Change

• Familiarity with Human-Centered Design (HCD) techniques and how to facilitate HCD sessions

• Outstanding storytelling, written, presentation, and facilitation skills

• Experience working with Agile/Modern Delivery Teams

• Strong analytical, problem-solving and project management skills.

• Ability to coordinate and prioritize while working on multiple, simultaneous projects of varied size and complexity

Preferred skills:

• B2B customer experience expertise

• Experience in financial services and understanding of the mortgage industry

• Experience in Strategy and Roadmap development

• Certified in Change Management

Keys to Success in this Role:

• Outstanding cross-functional and partnership skills

• Strong teammate who can communicate and share a vision, impact change and inspire action

• Proven growth mindset: effective listening skills, respect for others’ perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received

Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Freddie Mac provides anticipated base salary ranges where required by law.