Director, Customer Experience Strategy

Upbound Group

Director, Customer Experience Strategy (On-site – Plano, TX)

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The company’s operating units — Acima, Brigit, and Rent-A-Center — enable consumer transactions across both digital and store-based channels, including more than 2,300 retail locations in the U.S., Mexico, and Puerto Rico.

Upbound Group, Inc. is headquartered in Plano, Texas.

JOB OVERVIEW:

The Director of Customer Experience Strategy leads the development and execution of Upbound’s enterprise-wide CX strategy and roadmap across brands.

This leader guides a team of CX Strategists responsible for key stages of the customer journey, partnering across Product, Design, Marketing, and Data to orchestrate seamless, insight-driven experiences. The role drives CX vision, journey optimization, experimentation, and measurement frameworks that fuel customer growth and loyalty.

DUTIES AND RESPONSIBILITIES:

Customer Experience Strategy & Vision

• Define and evolve the enterprise CX strategy aligned with Upbound’s Growth Office and brand goals.
• Develop a multi-year CX roadmap highlighting initiatives that improve ease, engagement, and lifetime value.
• Embed CX principles into enterprise planning, innovation, and transformation efforts.

Journey Leadership & Orchestration

• Lead a team of CX Strategists overseeing journey ownership across brands and lifecycle stages.
• Partner with Product, Design, and Marketing to create cohesive, data-informed customer journeys and orchestration maps
• Influence design direction to align with journey strategy and customer insights. 

Experimentation & Continuous Improvement

• Own and drive the A/B and multivariate testing roadmap to accelerate learning and optimize customer experiences.
• Champion a test-and-learn culture that promotes data-driven decision making.
• Translate experimentation results into scalable improvements across digital and service touchpoints.

Insights, Measurement & Governance

• Translate insights from VOC, Analytics, and Research into actionable journey improvements.
• Define key CX KPIs (NPS, retention, conversion, effort, LTV) and lead governance to ensure accountability.
• Influence customer data collection and integration to strengthen personalization, measurement, and feedback loops

Leadership & Collaboration

• Represent the customer voice in executive discussions, linking experience metrics to business results.
• Partner with marketing and brand team to guide our voice, tone, and value prop
• Foster a collaborative, customer-centric Growth Office culture.

ADDITIONAL / SHARED RESPONSIBILITIES:

• Collaborate with Enterprise Data, VOC, and Insights teams to inform journey priorities.
• Partner with Product and Digital teams to embed experimentation into agile delivery cycles.
• Align with Brand and Marketing on cross-channel consistency and personalization.

SKILLS AND QUALIFICATIONS:

• 10 years of experience in CX, digital strategy, or growth leadership; 5 years in senior management.
• Bachelor’s degree required; MBA or advanced degree preferred.
• Proven success implementing large-scale CX strategies that deliver measurable results.
• Strong understanding of journey mapping, orchestration, testing, and measurement.
• Experience leading multi-brand or cross-functional CX initiatives.
• Executive communication and influence skills; ability to align across diverse teams.
• Experience in fintech, retail, or financial services preferred.

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