Director, Customer Journey Design

Driven to be the Best   People. Performance. Purpose.   At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.  The Director, Customer Journey Design & Governance leads the design, governance, and continuous improvement of end-to-end customer journeys within the Customer Experience (CX) organization. This role translates customer insights into CX improvements that reduce friction, strengthen loyalty, and drive business performance, partnering closely with Operations, Fleet, Digital, Marketing, and CVC. This leader chairs the CX Council, prioritizing initiatives and driving accountability for CX outcomes across the organization. The role serves as the enterprise owner of journey design standards, ensuring improvements are grounded in customer insight, measured rigorously, and delivered in partnership with the functions that operate the journey.

Strategic Leadership & Journey Governance Own the end-to-end framework for customer journey design, governance, and continuous improvement across the enterprise. Define the vision, roadmap, and operating model for the journey improvement program in partnership with the CX Leader. Serve as the primary advisor to CX leadership on journey friction points, risks, and improvement opportunities. Establish standards and guardrails for how journeys are mapped, prioritized, redesigned, and governed org-wide. Journey Redesign & Friction Reduction Identify and redesign high-friction customer journeys using Voice of Customer insights, operational data, and behavioral signals. Lead root-cause analysis to reduce service and Tier 1 contact center complaints. Partner with Operations and Fleet to resolve structural, process-level pain points driving customer friction. Prioritize redesign initiatives based on impact to NPS, contact volume, and conversion. Cross-Functional CX Initiatives Partner with Digital, Marketing, and CVC to design simpler, more connected end-to-end journeys. Drive digital adoption and self-service capabilities that reduce friction and lower cost to serve. Align cross-functional stakeholders around shared KPI outcomes and a unified journey roadmap. CX Council Leadership Chair the CX Council, setting agenda, cadence, and decision rights for cross-functional CX initiatives. Hold initiative owners across Operations, Fleet, Digital, Marketing, and CVC accountable for CX outcomes. Report initiative progress and business impact to senior leadership on a regular cadence. Performance Measurement & Continuous Improvement Define and govern the shared KPI framework: NPS (Rentals and Contact Centers), contact reduction, digital and self-service adoption, and booking conversion rates. Establish measurement cadence and reporting to track before/after impact of journey redesigns. Continuously refine journeys based on performance data and evolving customer needs.

You’ll Get:  Access to Medical, Dental, Vision, Life and Disability insurance Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages 401(k) Retirement Plan with company matched contributions Full training to learn the business and enhance professional skills Employee discounts, including discounted prices on the purchase of Avis/Budget cars Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more What We're Looking For:

Education: Bachelor's degree in Business, Customer Experience, Marketing, or a related field;