Jason Dorsey on the Strengths, Trials of a Multigenerational Industry
(Jason Dorsey by Anneliese Mahoney)
DALLAS–Housing and mortgage banking is one “of the only industries that ultimately serves every generation,” said Jason Dorsey, a generational researcher and President of the Center for Generational Kinetics, at the Mortgage Bankers Association’s 2025 Servicing Solutions Conference & Expo.
It’s also an industry that employs multiple generations–at this point, namely Gen Z, Millennials, Gen X and Baby Boomers–and those age groups communicate, work and prioritize differently.
Dorsey offered some research-driven musings, providing a “generational lens” for the industry.
But, he cautioned, “generations are clues, not a box.”
“If I understand them, I get a head start,” Dorsey said. “We’re all still individuals. But if I give us an 80% head start to see where people are coming from, I can drive faster communication, trust and influence, which fundamentally is the business you’re in.”
Gen Z was first, which Dorsey said is the fastest-growing generation in the workforce. The No. 1 thing they want is stability, particularly after living through the COVID-19 pandemic.
“The best thing you can do is say verbatim, ‘we are a stable employer.’ We pay on time, we deliver our benefits, we do our best to adapt to change,” Dorsey said about attracting Gen Z employees.
He also noted that they trust technology, particularly social media, and care deeply about social causes. And, they don’t believe they will be able to retire, which affects their work habits and priorities.
As for millennials–Dorsey’s own generation, he notes–they’re the largest current generation in the U.S. workforce. They’re also the largest chunk of managers.
Millennials have seen some “delayed adulthood,” Dorsey said, with many pushing starting their careers, getting married, purchasing houses and starting families. But, they still want those things, he said.
Gen X is naturally skeptical, Dorsey said, and members of the generation tend to believe actions speak louder than words.
They’re also being pulled in three directions–often by children, aging parents who require care and work.
And, members of Gen X may be deciding in the next few years whether they’ll stay the rest of their careers in their current company. That makes them important to retain.
“When I go and I speak at all these leadership events, I talk about how we have to have a Gen X retention strategy, because if we don’t, they may feel like we’re not really valuing them for the value they bring,” Dorsey stated.
Finally, there are Baby Boomers, who have the most work experience. They have strong relationships and regulatory influence, Dorsey said.
Baby Boomers often believe there are no shortcuts to success, and people must pay their dues.
This all being said, “our research shows every generation is equally important,” Dorsey said. “There is no one super generation, or one generation that is better than the others. It doesn’t work that way. Every single generation is equally important.”
“What our research shows is, if we build multigenerational teams intentionally, we are much stronger,” Dorsey continued. “But you have to let people be who they are. If you try to force them to be like you, you actually lose the magic they bring.”
