Karley Gloede

Karley Gloede became Chief Customer Experience Officer at GoodLeap in July 2026, with responsibility for loan servicing, customer support, digital engagement, and customer advocacy. 

Much of Gloede's perspective was shaped in collections, where she spent more than a decade before moving deeper into servicing. That experience put her close to customers when the relationship was under the most pressure, whether because of a missed payment, an urgent account question, or confusion about what came next. It gives her a view of CX grounded in how a company responds when things become difficult.

Gloede's work at GoodLeap has connected customer experience with the operational systems behind it, including automation, account management, and support processes. GoodLeap credits her with building automation that improved the customer experience while also reducing delinquency. 

For Gloede, better service and better business performance often come from fixing the same underlying problems, and clarity is central to that work. 

Customers may need help understanding re-amortization, UCC-1 filings, refinancing, or what happens to a loan when they sell their home, leaving little room for misinterpretation. Technology makes those processes easier to navigate, so GoodLeap incorporated agentic AI across customer and employee support, including systems that can answer questions and take action.

Gloede also finds good leadership as a cornerstone of efficient CX. She thinks leadership requires “resilience and vulnerability,” connecting openness with trust. In servicing, where customers often arrive uncertain or frustrated, that same willingness to be clear and direct helps shape the experience she wants GoodLeap to provide.