Director, Customer Growth

Responsibilities

• Pace enterprise and brand strategy to evolving customer needs, ensuring Upbound’s Growth Office and brand goals reflect customer-centric priorities.
• Translate customer understanding delivered by Customer Insights into a multi-year roadmap that improves ease, engagement, and lifetime value.
• Embed customer-centric business design into enterprise planning, innovation, and transformation efforts; including pricing, policy, process, and operating-model decisions, not just journey touchpoints.
• Lead a team of Customer Experience and Growth Specialists who own the business POV of the customer and coworker journey across Upbound’s brands
• Support the team in developing key customer initiatives and roadmap that document the current state customer experience of key moments, the future state, and the change needed to drive improved experience and business outcomes
• Partner with Product, Design, and Marketing to create cohesive, data-informed customer journeys and orchestration maps, applying personas and segments
• Influence design direction to align with journey strategy and customer insights.
• Champion a test-and-learn culture that promotes data-driven decision making.
• Use rapid prototyping and concept validation to make future-state journey or business concepts tangible and testable within days, before committing to a full build.
• Translate experimentation results into scalable improvements across digital and service touchpoints.

Requirements

• 10+ years of experience in customer growth, business strategy, or digital strategy leadership; 5+ years in senior management leading teams that drive project execution
• Bachelor’s degree required; MBA or advanced degree preferred.
• Proven success activating large-scale customer-centric initiatives within business strategy and operations, with measurable results.
• Strong understanding of journey orchestration, experimentation, measurement, and business case/ROI modeling; ability to translate customer insight into execution.
• Experience leading multi-brand or cross-functional growth and activation initiatives.
• Executive communication and influence skills; ability to align across diverse teams.
• Experience in fintech, retail, or financial services preferred.