Director, Growth & Customer Experience Strategy

Upbound Group•Plano, TX

1d•Onsite

About The Position

Upbound Group, Inc. is seeking a Director, Customer Growth to lead enterprise-wide, customer-focused growth initiatives. This role involves translating customer understanding into actionable business strategies across various brands. The Director will guide a team of specialists, collaborating with Product, Design, Marketing, and Data teams to create seamless, insight-driven customer experiences. This position reports to the Vice President of Customer Experience and Insights and plays a crucial role in orchestrating customer journeys, driving experimentation, and establishing measurement frameworks to foster customer growth and loyalty.

Requirements

10+ years of experience in customer growth, business strategy, or digital strategy leadership
5+ years in senior management leading teams that drive project execution
Bachelor’s degree required
Proven success activating large-scale customer-centric initiatives within business strategy and operations, with measurable results.
Strong understanding of journey orchestration, experimentation, measurement, and business case/ROI modeling; ability to translate customer insight into execution.
Experience leading multi-brand or cross-functional growth and activation initiatives.
Executive communication and influence skills; ability to align across diverse teams.

Nice To Haves

MBA or advanced degree preferred.
Experience in fintech, retail, or financial services preferred.

Responsibilities

Pace enterprise and brand strategy to evolving customer needs, ensuring Upbound’s Growth Office and brand goals reflect customer-centric priorities.
Translate customer understanding into a multi-year roadmap that improves ease, engagement, and lifetime value.
Embed customer-centric business design into enterprise planning, innovation, and transformation efforts, including pricing, policy, process, and operating-model decisions.
Lead a team of Customer Experience and Growth Specialists who own the business POV of the customer and coworker journey across Upbound’s brands.
Support the team in developing key customer initiatives and roadmaps that document the current and future state customer experience and the changes needed to drive improved outcomes.
Partner with Product, Design, and Marketing to create cohesive, data-informed customer journeys and orchestration maps, applying personas and segments.
Influence design direction to align with journey strategy and customer insights.
Champion a test-and-learn culture that promotes data-driven decision making.
Use rapid prototyping and concept validation to make future-state journey or business concepts tangible and testable within days.
Translate experimentation results into scalable improvements across digital and service touchpoints.
Partner with Customer Insights to receive and set a roadmap for VOC, analytics, and research findings that generate actionable journey and business improvements.
Partner with Customer Insights on data collection and integration requirements needed to support personalization, measurement, and feedback loops.
Own the measurement framework for business and activation outcomes, KPIs and dashboards tracking the business impact of customer-centric changes.
Build the business case and ROI models to set roadmap priority for customer-centric investments.
Represent the business and activation point of view in executive discussions, linking customer growth metrics to business results, and establish a structured cadence of executive governance.
Partner with Brand and Marketing teams on cross-channel consistency.
Foster a collaborative, customer-centric culture, including equipping, training, and incentivizing frontline and operational teams to deliver improved experience.
Collaborate with key business stakeholders on strategic initiative development and execution, ensuring alignment to customer expectations.
Partner with Product and Digital teams to embed experimentation into agile delivery cycles.
Align with Brand and Marketing on cross-channel consistency, personalization, brand voice, and value proposition.