Manager, Customer Journey

About the role

Avis Budget Group is hiring a Manager, Customer Journey in Parsippany, New Jersey. The role analyzes end-to-end customer journeys across contact center, digital and physical touchpoints, identifies friction points and designs experience improvements that strengthen loyalty and business performance. It reports to the Director, Customer Journey Design and supports the CX Council.

Key responsibilities

• Map end-to-end customer journeys and analyze Voice of Customer, operational and behavioral data to find friction points and root causes
• Conduct root-cause analysis for drivers of service and Tier 1 complaints
• Develop recommendations and improvements, prepare business cases and prioritize them for the CX Council
• Partner with Operations, Fleet, Digital, Marketing and CVC to design, validate and implement solutions, and coordinate pilots
• Support initiatives that drive digital adoption and self-service
• Track KPIs such as NPS, contact reduction, digital and self-service adoption and booking conversion, and build dashboards
• Report on the impact of improvements and track action items for CX initiatives

Required profile

• 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
• Experience in a consumer-facing industry (travel, retail, hospitality or services preferred)

Required skills

• Journey mapping and root-cause analysis
• Working knowledge of CX metrics (NPS, CSAT, CES) and reporting tools such as Tableau and Power BI
• Strong written and verbal communication and project management skills

What we offer

• Medical, dental, vision, life and disability insurance, plus optional group auto, home, pet, legal assistance and other coverage
• 401(k) retirement plan with company match
• Full training, employee discounts on Avis/Budget cars and an Employee Assistance Program

The annual starting salary is $150,000 - $175,000, depending on geography, skills, education and experience.