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. #J-18808-Ljbffr