Mortgage / Lending Platform

Renewal opportunities were often identified too late or missed entirely, leading to preventable attrition and reduced portfolio retention. Advisors lacked clear prioritization, and customer data was fragmented across systems, making it difficult to act with the right timing, context, and offer strategy.

• Operated in a regulated environment with strict compliance and governance requirements
• Personalization and timing needed to improve retention without increasing operational complexity
• System design had to balance advisor usability with risk and pricing controls

• Connected business strategy, customer journey design, and technical delivery for renewal programs
• Partnered with pricing, compliance, analytics, and engineering teams to define MVP scope and rollout strategy
• Helped shape segmentation logic, prioritization models, and advisor workflows
• Used customer and performance data to evaluate which cohorts, offers, and channels drove the highest retention impact

• Focused MVP on earlier identification of renewal opportunities and better cohort prioritization
• Worked cross-functionally to align business, risk, and delivery teams around a shared workflow
• Used retention economics and customer timing signals to guide prioritization decisions

Delivered a renewal and retention workflow that surfaced at-risk customers earlier, enabled targeted outreach, and supported advisors with better timing, context, and next-best actions. Integrated customer data, scoring models, and workflow orchestration into a unified system that improved decision-making and execution across the lending portfolio.

APIs, integrations, and data systems behind the product.

• Customer data pipelines feeding segmentation and prioritization workflows
• Scoring and cohort models for renewal timing and outreach strategy
• Integration with advisor tools, communication systems, and reporting layers
• Governance-aware workflow design aligned with compliance and risk requirements

• Balanced personalization and timing improvements against compliance and governance constraints
• Optimized for advisor decision support rather than fully automated renewal handling
• Prioritized practical execution over overly complex modeling early on

• In regulated environments, sequencing the right MVP builds credibility faster than over-engineering
• Retention improves when customer timing, segmentation, and economics are aligned
• Cross-functional alignment is critical in lending workflows where trust and accuracy matter