Russell Pandolfo
Senior Director,client Experience @Freedom Mortgage
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WORK HISTORY
Senior Director,client Experience @Freedom Mortgage
New York, NY, US
I am a Client Experience Executive that specializes in Digital CX & Mortgage Servicing by modernizing and transforming the borrower experience through data-driven strategy, customer insights, and technology adoption. My career has centered on modernizing mortgage originations and servicing by reducing paper, optimizing call centers, and creating seamless digital-first experiences.I design end-to-end customer journeys that empower borrowers to self-serve, resolve issues faster, and stay engaged across digital channels. From implementing omnichannel communications (SMS, email, portals) to introducing AI-powered chatbots and secure messaging, I’ve helped financial institutions lower costs, reduce friction, and boost satisfaction metrics like NPS, CSAT, and retention.Equally passionate about analytics, I lead cross-functional teams to apply predictive modeling that anticipates borrower needs—whether refinancing or hardship support—while refining segmentation strategies that strengthen retention. Through structured Voice of Customer programs, I turn feedback into actionable insights that shape policy, product, and service design.I thrive at the intersection of digital transformation, CX leadership, and change management, fostering agile cultures where teams collaborate, experiment, and continuously improve. My goal is simple: to build mortgage servicing experiences that are effortless for borrowers, cost-efficient for institutions, and scalable for the future.
EDUCATION
Stanford University
D School training, Design Thinking
Pace University - Lubin School of Business
BBA Finance, Accounting and Finance
The Wharton School
Executive Education Academia
SKILLS
ABOUT RUSSELL PANDOLFO
Executive Product and Client Experience leader with deep expertise building and scaling digital platforms across financial services, wealth management, Mortgage Servicing / Originations and broker-dealer environments. Proven ability to translate enterprise strategy into disciplined product execution, modernize legacy platforms, and deliver measurable outcomes for clients, advisors, and the business.Known for building high-performing product organizations, establishing clear operating models, and aligning product, technology, design, and business partners around outcomes that matter—growth, efficiency, risk reduction, and client experience. Brings a strong blend of strategic vision, operational rigor, and hands-on leadership in highly regulated, complex environments.Career highlights include leading large-scale digital initiatives, launching new client-facing and advisor platforms, mortgage originations & servicing platforms and driving transformation across Fortune 500 financial institutions. Recognized with multiple industry awards, including Best in Biz and Stevie Awards, for innovation and execution. Proven ability to translate enterprise strategy into disciplined product execution, modernize legacy platforms, and deliver measurable outcomes for clients, advisors, and the business.I have published white papers in the space of creating value in financial services through service model redesign and have been recognized in the industry for the delivery of New Innovative Service Models.Quality Assurance- ranked #1 by Gartner for Culture of Quality Publication - Creating Value in Financial Services - NYU Stern School of Business (Chapter 19).Core strengths:• Enterprise Product Strategy & Roadmapping• Executive Stakeholder Leadership & Governance• Platform Modernization & DigitalTransformation• Wealth, Mortgage, Broker-Dealer & Financial Services Operations• Client & Advisor Experience Design• Scaled Agile / Product OperatingModels• Team Building & Talent Development• Data-driven Decision Making & Outcome Measurement
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