Chief Customer Journey Architect & Governance

Avis Budget Group International; Parsippany-Troy Hills (NJ); On-site; USD 160,000 - 235,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Training program

Employee discounts

EAP program

Job summary

Avis Budget Group in Parsippany, New Jersey is seeking a Director of Customer Journey Design & Governance to lead end-to-end journey design, governance, and continuous improvement within the Customer Experience organization. This role translates customer insights into CX improvements, partnering with Operations, Fleet, Digital, Marketing, and CVC.

You will chair the CX Council, set governance standards, measure impact with KPIs like NPS and CSAT, and drive accountability across functions.

Qualifications

• Bachelor's degree in Business, Customer Experience, Marketing, or a related field; Master's preferred.
• 10+ years of progressive experience in customer experience, journey design, or CX strategy roles.
• Demonstrated success leading cross-functional governance bodies (e.g., a CX Council) and driving org-wide accountability.
• Track record of redesigning customer journeys that measurably reduced friction and complaint volume.
• Experience in a consumer-facing industry (travel, retail, hospitality, or services preferred).

Responsibilities

• 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.
• Lead root-cause analysis to reduce service and Tier 1 contact center complaints.
• Prioritize redesign initiatives based on impact to NPS, contact volume, and conversion.
• Chair the CX Council, setting agenda, cadence, and decision rights for cross-functional CX initiatives.

Skills

Journey mapping

Service design

Root-cause analysis

CX metrics (NPS, CSAT)

Stakeholder management

Leadership & governance

Education

Bachelor's degree in Business/Experience/Marketing

Job description

Avis Budget Group in Parsippany, New Jersey is seeking a Director of Customer Journey Design & Governance to lead end-to-end journey design, governance, and continuous improvement within the Customer Experience organization. This role translates customer insights into CX improvements, partnering with Operations, Fleet, Digital, Marketing, and CVC.

You will chair the CX Council, set governance standards, measure impact with KPIs like NPS and CSAT, and drive accountability across functions.