Muneer Alam

Muneer Alam is the current Director of Customer Experience for Servicing at Freedom Mortgage. Muneer has been with Freedom Mortgage since July of 2020 and in their current role since March of 2022.

Muneer's previous experience includes Senior Director of Customer Experience, where they were responsible for developing and coaching a team to build their capability and create best in class methodologies for conducting advanced customer analytics and applying customer insights to drive business growth, retention, and ongoing process transformation. Muneer also led the implementation of processes, technology/tools, education, and best practices to increase adoption of customer insights.

In their current role as Director of Customer Experience for Servicing, Muneer is responsible for identifying and prioritizing opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring, and direct customer outreach. Muneer also serves as the leading voice of the customer and acts as a customer experience advocate in considering decisions that will impact the customer; leading the Customer Experience transformation.

Muneer has a wealth of experience in customer experience planning across the end-to-end customer journey – including journey mapping, primary research, personas, and omni-channel segment behavior. Muneer also establishes customer experience benchmarks across key areas of customer interaction, implements any additional metrics required to understand performance, and provides ongoing reporting.

Leveraging information learned from analyses to develop ways to improve operations and manage expenses is something Muneer is passionate

Muneer Alam has a Bachelor of Science in Business and Management from Indiana University - Kelley School of Business as well as a Bachelor of Science in Management from IUPUI.

They work with Adrian Cabrera - VP, Servicing, Sherri Mallory - VP, Customer Care, Servicing. Muneer Alam reports to Priya Seenath, SVP, Servicing.