Rapid innovation, redefining PPE and the rise of  “Along Came Polly” with Jesse Decker

In this HousingWire exclusive conversation, Polly Chief Customer Officer Jesse Decker sits down with Diego Sanchez to share what makes Polly’s product strategy truly stand out from the competition. From breaking the mold of traditional pricing engines to listening deeply to customer feedback, Jesse explains how Polly is reshaping expectations for lenders. 

Decker shares a deeper look at Polly’s latest product rollouts, including its cutting-edge Pricer UI and mobile locking capabilities. If you’re wondering what the future of mortgage tech could look like, this conversation lays it out clearly — with a human, customer-first perspective. 

From enhancing the LO experience to “Along Came Polly,” Jesse Decker explains how Polly is pushing mortgage tech forward and challenging industry norms.

“It’s been a whirlwind — definitely drinking from the firehose, as they say,” Decker said of her first month in the role. “But all good learning and all good conversations. Talking to customers, talking to our folks, talking to our teams about how we’ve engaged in the past and how we want to go deeper moving forward.”

Putting customers first

Decker emphasized that Polly’s product roadmap is shaped entirely by customer needs. “Our roadmap has always been driven by what our customers want and need, and where we believe the puck is going,” she said. “We’re really trying to challenge ourselves, take on what our customers are asking for, and build that into the product.”

That approach recently led to two major rollouts: enhancements to the LO experience and the launch of mobile locking. “We’ve got live customers using them, live loan officers using them,” said Decker. “It’s more than just the basics. We’re diving deep and giving loan officers what they need for the way they want to work in a modern world.”

Mobile innovation

While many technology providers in the mortgage industry have been slow to improve — or innovate — in mobile, Polly has leaned in. “We expect, as consumers, to have access to awesome tech wherever we are. Loan officers are no different,” she said. “Their customers may be out on evenings or weekends making big decisions — they shouldn’t have to go back to their desks to get things done.”

Decker said these latest releases are part of a broader evolution. “People tend to think of Polly as a product and pricing engine company — and we do that — but we’re definitely more than that,” she said. “We’re rolling out capabilities around PPE all the time, but also expanding to provide what customers haven’t been able to get to date.”

“It’s really important to meet our customers where they are — not just focus on what’s easiest for us to build,” said Decker.

Decker comments that MBA Secondary offers critical in-person opportunities to shape that strategy. “There’s nothing like being able to sit down over a meal, or sit at the bar at the Marriott and just have a real conversation,” she said. “What do they need? What have we done well? What do we need to do better? It’s a great opportunity to learn from each other and rise to that challenge.”

“All of our customers are different — different LO sets, different lock desk folks, different procedures,” Decker said. “We need to work through their wants and needs and figure out what to deliver for them, when, and how to ensure value and benefit from what they’re buying from us.”

Along came Polly

Polly’s mantra — “Along Came Polly” — has gained notoriety across the industry. “To me, it has a childlike wonder to it,” she said. “It feels joyful. It says we’re doing this differently, and that’s purposeful. We’re not just making excuses for what we can’t do. We’re here to change the vibe.”

Looking ahead, Decker believes Polly will continue to push the industry forward. “It’s a great tagline, but ultimately it’s a way of being,” she said. “We’ll continue partnering with customers in ways that change the industry — pressing ahead, being different than legacy tech, and engaging in a better way.”