Director, CX Research & Market Intelligence

Upbound Group

Director, CX Research & Market Intelligence (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 customer-facing operating units — Acima, Brigit, and Rent-A-Center — enable consumer transactions across digital and store-based channels, including more than 2,300 company-branded retail locations across the United States, Mexico, and Puerto Rico.

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

Job Overview

The Director of CX Insights & Market Intelligence is responsible for building and leading Upbound’s enterprise-wide customer insights including Voice of Customer (VoC), Voice of Coworker (VoCW), Voice of Merchant (VoM) as well as market intelligence capabilities. Reporting to the Vice President of Customer Experience & Insights, this role ensures the organization has a deep, continuous understanding of customer needs, perceptions, and behaviors — while also maintaining a clear view of the competitive landscape and broader market dynamics. This leader will oversee the Voice of Customer (VoC/VoM/VoCW) programs, customer research function, and market and competitive intelligence programs across all Upbound brands. The role translates insights into clear, actionable recommendations that inform customer experience strategy, product innovation, growth priorities, and executive decision-making.

Duties And Responsibilities

Customer Insights & Voice of Customer

• Own and evolve Upbound’s enterprise Voice of Customer programs across brands and channels
• Design and manage customer feedback systems including surveys, in-product feedback, complaints, and qualitative listening.
• Ensure VoC insights, customer problems and friction points are synthesized into clear themes, opportunities, and actions that drive customer and business outcomes.
• Partner with CX Strategy, Product, Marketing, and Operations to embed customer insights into planning and prioritization.

Customer Research

• Lead customer research efforts across brands, including qualitative and quantitative studies, journey research, and concept testing.
• Have a deep understanding of different research methodologies and know when quantitative versus qualitative approaches will be most impactful
• Establish research standards, methodologies, and governance to ensure consistency and rigor.
• Translate research findings into compelling stories and actionable insights that influence experience design, messaging, persona development and product strategy
• Balance foundational research with rapid-turn insights to support agile decision-making.

Market & Competitive Intelligence

• Oversee market and competitive intelligence programs, monitoring direct competitors, adjacent solutions, and substitute offerings.
• Track macro trends, consumer behaviors, and industry shifts impacting affordability, credit access, and financial services.
• Develop competitive assessments, market landscapes, and executive briefings to inform strategy and innovation.
• Partner with Strategy, Corporate Development, and Growth teams to support planning (TAM, SAM, SOM), partnerships, and investment decisions.

Insights Translation & Enablement

• Synthesize customer, market, and competitive insights into clear, compelling narratives while ensuring opportunities for executive and functional audiences are clear and actionable
• Establish insight-sharing rhythms (dashboards, readouts, reports) that drive visibility and action across the organization.
• Support executive leadership, QBRs, and board discussions with timely, insight-driven perspectives.

Ensure insights are connected to better outcomes on behalf of the customer and the business

Leadership & Collaboration

• Lead and develop a team of customer insights, research, and market intelligence professionals.
• Build strong partnerships across CX, Product, Marketing, Data, Risk, and Operations.
• Champion a culture of customer empathy, curiosity, and evidence-based decision making across Upbound.

Skills And Qualifications

• 10–12 years of experience in customer insights, market research, competitive intelligence, or strategy roles.
• Bachelor’s degree required; advanced degree in business, marketing, psychology, analytics, or related field preferred.
• Proven experience leading enterprise VoC programs and customer research functions.
• Strong understanding of qualitative and quantitative research methodologies.
• Experience building and scaling market and competitive intelligence programs.
• Ability to synthesize complex data into clear, actionable insights for senior leaders.
• Excellent communication, storytelling, and executive presentation skills.
• Experience in fintech, financial services, retail, or consumer-facing industries preferred.
• Must be available to work on-site at Upbound’s Plano, TX headquarters.

Sponsorship

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.