Director of Customer Growth & Experience Orchestration

Upbound Group; Plano (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Upbound Group seeks a Director, Customer Growth to lead enterprise-wide customer-centric growth across brands, reporting to the VP of Customer Experience and Insights. You will guide a team of CX and Growth specialists, partnering with Product, Design, and Marketing to drive journey orchestration and measurable outcomes.

You will translate customer insights into a multi-year roadmap, champion experimentation, and build ROI models to prioritize investments.

Qualifications

• 10+ years in customer growth, business strategy, or digital strategy leadership.
• 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.

Responsibilities

• Lead enterprise-wide customer growth initiatives and develop a multi-year roadmap aligned with brand goals.
• Direct a team of Customer Experience and Growth Specialists to optimize moments across the customer journey.
• Partner with Product, Design, and Marketing to create cohesive, data-informed journeys and activation maps.
• Champion a test-and-learn culture with rapid prototyping and experimentation.
• Own measurement frameworks, KPIs, and dashboards to show business impact of customer-centric changes.
• Represent the growth perspective in executive discussions and drive cross-functional collaboration.

Skills

Customer growth

Business strategy

Digital strategy leadership

Senior management

Journey orchestration

Experimentation

Measurement

ROI modeling

Executive communication

Fintech/retail/financial services

Education

Bachelor's degree

MBA

Job description

Upbound Group seeks a Director, Customer Growth to lead enterprise-wide customer-centric growth across brands, reporting to the VP of Customer Experience and Insights. You will guide a team of CX and Growth specialists, partnering with Product, Design, and Marketing to drive journey orchestration and measurable outcomes.

You will translate customer insights into a multi-year roadmap, champion experimentation, and build ROI models to prioritize investments.