VP, Consumer Experience

About the Role

Caribou is looking for a seasoned product and design leader to build and lead a team to deliver a best-in-class auto-loan refinancing journey. You will be accountable for the consumer refinance experience from acquisition through final approval of the loan package by our lending partners.  In that context, your purview of responsibility will span our digital experience, customer communications, 3rd party integrations and personalization strategy that enables Caribou to acquire, pre-qualify, approve and convert leads to loans in the most seamless, automated and speedy experience possible.  Given the size of our team and that customer experience is inextricably linked to design, you will be responsible for both the Product and Design functions, and the leadership of the teammates executing these functions for this domain. 

This role will report to the Chief Product Officer and:

• Own and prioritize the product roadmaps, design strategy and delivery of a world-class consumer lending experience 
• Lead a team of product managers and designers to success. You will make hiring decisions, manage performance, and provide ongoing coaching
• Work closely across Engineering, Product, GM of Lending, Marketing, and Analytics to synthesize organizational needs into an executable, strategic vision for our platform
• Lead efforts to quantitatively and qualitatively understand user behavior, and use these insights to drive a holistic product strategy
• Drive conversions in our core refinancing experience, while also executing on projects to broaden our relationship with our borrowers
• Define and measure successful product outcomes and assume accountability for results while delegating decision-making authority to individual product managers
• Partner with our engineering teams to develop a comprehensive platform offering for our marketplace.

About You

You are a natural leader and influencer who has a deep intuition for enhancing the customer’s digital experience at every step of the journey. You have:

• 10+ years of experience in product management and design, including time leading and managing a team of product and design professionals
• Extensive experience defining roadmap strategy, design strategy and delivering the most impactful initiatives.
• Experience in consumer lending and building scalable, digital experiences that enable a ‘hands free’ operations and customer experiences
• Experience delivering a suite of consumer experiences in a B2C Saas, B2B SaaS, or E-commerce offering
• Success establishing core metrics and KPI’s for your products, and utilizing the proper telemetry, testing and research to benchmark and report performance
• Fantastic analytical skills, ability to solve problems quickly, establish new frameworks, ability to think on your feet, and see synergies before others do. You have an ability to generalize both problems and solutions.
• Experience coordinating the work of multiple product teams executing in similar problem spaces to deliver against a shared vision
• Superb verbal and written communication skills with demonstrated experience engaging and influencing executives and evangelizing to stakeholders