Mr. Cooper
As SVP Creative Director for Mr. Cooper Group, I led the complete rebrand of Nationstar Mortgage to Mr. Cooper, redefining the company’s identity across every touchpoint, from internal culture to customer experience. This bold transformation reintroduced the brand to employees, customers, and the market, positioning Mr. Cooper as a modern, human-centered financial services company.
I spearheaded the rebranding of over 10 U.S. and global offices, aligning physical environments with brand values and employee experience through seamless weekend reveals. To support this evolution, I built a full-service in-house agency encompassing strategy, video, content, design, email, social media, and project management, eliminating external agency spend and saving over $12M annually.
Under my creative strategy and production, performance marketing achieved an industry-leading recapture rate, driving measurable business impact. The brand scaled from 1M to 6M customers, contributing to a 15x increase in stock price over a decade and culminating in the company’s acquisition by Rocket Companies in 2025.
My team produced over 5,000 pieces of creative annually—spanning broadcast, social media, email, direct mail, display, internal comms, and experiential—accelerating speed to audience and ensuring brand consistency. I created and produced a bi-weekly video series featuring the CEO to foster transparency and strengthen employee connection, and launched COOPERCON, a quarterly live broadcast leadership series that leveraged AI, pop culture, and trending formats to elevate executive visibility and deliver strategic messaging.
I also led customer experience initiatives using an in-house research panel to refine communications at high-stress touchpoints like mortgage transfers and escrow, significantly reducing confusion, call volume, and complaints. My social media strategy supported new customer onboarding, improving experience and reducing call center volume.
Culture was a cornerstone of our brand. I drove creative initiatives that helped secure six consecutive Great Place to Work® certifications, boosting employee engagement and energizing recruiting efforts. I also produced annual top-performer sales incentive trip experiences, including theme development, visual design, and live awards programming.
Beyond Mr. Cooper, I led creative strategy and execution for multiple Mr. Cooper Group brands and white labels including Xome, Rushmore, RightPath, TD Bank, and USAA. My work has been recognized with 12 industry awards for creative excellence and effective communications.
