Manager, Customer Journey

Avis Budget Group • Parsippany, NJ

8d • $150,000 - $175,000

About The Position

The Manager, Customer Journey analyzes end-to-end customer journeys to identify friction points and develops experience improvements that reduce friction, strengthen loyalty, and drive business performance. The role partners cross-functionally with Operations, Fleet, Digital, Marketing, and CVC to map journeys, design improvements, measure performance, and track improvement impact. It reports to the Director, Customer Journey Design and provides analytical and execution support for the organization's journey improvement agenda, including the CX Council.

Requirements

• Bachelor's degree in Business, Customer Experience, Marketing, or a related field.
• 5–7 years of experience in customer experience, journey mapping, or CX analytics roles.
• Experience analyzing customer feedback and operational data to identify friction points.
• Demonstrated ability to partner cross-functionally and drive initiatives to completion.
• Proficiency in journey mapping and root-cause analysis techniques.
• Working knowledge of CX metrics such as NPS, CSAT, and CES, and reporting or visualization tools such as Tableau or Power BI.
• Strong written and verbal communication skills, with the ability to translate data into clear recommendations.
• Strong project management and cross-functional collaboration skills.
• Customer-centric mindset and attention to detail in journey analysis.
• Analytical ability to connect data to practical experience improvements.
• Collaborative approach and ability to build trust across functions.
• Organized, results-oriented approach with a bias for measurable action.

Nice To Haves

• Experience in a consumer-facing industry such as travel, retail, hospitality, or services.

Responsibilities

• Map end-to-end customer journeys across contact center, digital, and physical touchpoints.
• Analyze Voice of Customer, operational, and behavioral data to identify friction points and root causes.
• Conduct root-cause analysis for drivers of service and Tier 1 complaints.
• Develop recommendations and experience improvements to reduce friction in high-priority journeys.
• Partner with Operations, Fleet, Digital, Marketing, and CVC to design and validate solutions.
• Prepare business cases and prioritization inputs for review by the CX Council.
• Partner with cross-functional teams to implement approved journey improvements.
• Support initiatives that drive digital adoption and self-service to reduce customer friction.
• Coordinate pilots and track implementation progress against plan.
• Track KPI performance, including NPS for Rentals and Contact Centers, contact reduction, digital and self-service adoption, and booking conversion rates.
• Build reporting and dashboards that make journey performance visible to stakeholders.
• Measure and report the impact of implemented improvements over time.
• Prepare analysis, materials, and recommendations for CX Council review.
• Track action items, owners, and status of cross-functional CX initiatives.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Optional voluntary benefits, including group auto insurance, group home insurance, pet insurance, legal assistance, identity theft protection, FSA, accident insurance, critical illness insurance, and additional life insurance coverages.
• 401(k) retirement plan with company-matched contributions.
• Full training to learn the business and enhance professional skills.
• Employee discounts, including discounted prices on Avis/Budget car purchases.
• Employee Assistance Program offering counseling, financial and legal consultation, and referrals for care services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager