Design Manager - Customer Experience (CX), Single-Family Office Of The Client, Freddie Mac

Tim Mead is a design manager on the Customer Experience team within the Single-Family Office of the Client. He is responsible for crafting and leading customer experience design and human-centered design engagements which are focused on improving or creating new experiences for Freddie Mac’s clients.

He leverages ethnographic research to gather voice-of-the-customer (VOC) feedback, in conjunction with behavioral and quantitative analysis, to create compelling and effective customer experiences. He led development of the customized methodology employed by the Customer Experience team’s initial foray into formal customer journey mapping, client insights gathering and post-client feedback analysis.

Prior to joining Freddie Mac, Mr. Mead’s experience includes working as a senior analyst at the Federal Reserve Board of Governors as well as in several process design, improvement and strategic planning focused roles at the Federal Reserve Bank of Richmond, GE Capital, GE Industrial Systems and Association of American Medical Colleges.

Mr. Mead earned a Bachelor of Science in electrical engineering from Virginia Polytechnic Institute and Master of Science in economic policy and finance from University of London.

Freddie Mac provides liquidity, stability and affordability to the nation’s residential mortgage markets. Freddie Mac supports communities by providing mortgage capital to lenders. Today, Freddie Mac is making home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. For more information, please visit www.FreddieMac.com and follow us on Twitter @FreddieMac.