Director, Customer Journey Design

About the role

Avis Budget Group is looking for a Director, Customer Journey Design & Governance to lead the design, governance and continuous improvement of end-to-end customer journeys within the Customer Experience (CX) organization. The role translates customer insights into CX improvements that reduce friction, strengthen loyalty and drive business performance, partnering with Operations, Fleet, Digital, Marketing and CVC. It also chairs the CX Council and sets the enterprise standards for journey design.

Key responsibilities

• Own the end-to-end framework for customer journey design, governance and continuous improvement, and define its vision, roadmap and operating model with the CX Leader.
• Act as primary advisor to CX leadership on journey friction points, risks and improvement opportunities, and set standards for how journeys are mapped, prioritized, redesigned and governed.
• Redesign high-friction journeys using Voice of Customer insights and operational data, run root-cause analysis to reduce service and Tier 1 contact center complaints, and partner with Operations and Fleet on process-level pain points.
• Prioritize redesigns by impact on NPS, contact volume and conversion, and work with Digital, Marketing and CVC to simplify journeys and drive digital adoption and self-service.
• Chair the CX Council, set agenda and decision rights, hold function owners accountable for CX outcomes and report progress to senior leadership.
• Govern the shared KPI framework (NPS, contact reduction, digital adoption, booking conversion) and measure the before/after impact of redesigns.

Required profile

• Bachelor's degree in Business, Customer Experience, Marketing or a related field; Master's preferred.
• 10+ years of progressive experience in customer experience, journey design or CX strategy roles.
• Proven success leading cross-functional governance bodies such as a CX Council and redesigning journeys that reduced friction and complaints.
• Experience in a consumer-facing industry (travel, retail, hospitality or services preferred).

Required skills

• Journey mapping, service design and root-cause problem solving.
• Strong grasp of CX metrics (NPS, CSAT, CES) and their link to journey performance.
• Stakeholder management, executive communication, leadership, facilitation and program governance.

What we offer

• Medical, dental, vision, life and disability insurance, plus optional group auto, home, pet, legal assistance, identity theft protection, FSA, accident and critical illness insurance.
• 401(k) retirement plan with company match.
• Training, employee discounts on Avis/Budget cars and an Employee Assistance Program.

The annual starting salary is $160,000 - $235,000, depending on geography, skills, education and experience. The position is based in Parsippany, New Jersey.