Senior Customer Journey Manager

Avis Budget Group International; Parsippany-Troy Hills (NJ); On-site; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Job summary

Avis Budget Group in Parsippany, NJ is seeking a Manager, Customer Journey to analyze end-to-end journeys across contact center, digital and in-person touchpoints. You will identify friction, partner with Operations, Fleet, Digital, Marketing, and CX Council to design improvements and measure impact.

The role reports to the Director, Customer Journey Design and requires 5–7 years in CX analytics, strong journey-mapping and data visualization skills, and the ability to translate insights into

Qualifications

• Bachelor's degree in Business, CX, Marketing or related field.
• 5–7 years in customer experience, journey mapping or CX analytics.
• Proven ability to partner cross-functionally and drive initiatives to completion.

Responsibilities

• Map end-to-end customer journeys across contact center, digital, and in-person touchpoints.
• Analyze Voice of Customer and operational data to identify friction points.
• Conduct root-cause analysis for drivers of service and Tier 1 complaints.
• Develop recommendations to reduce friction and improve journeys.
• Prepare business cases and prioritize improvements for CX Council.

Skills

Journey mapping

Root-cause analysis

CX analytics

Data visualization

Cross-functional collaboration

Communication

Project management

NPS/CSAT knowledge

Education

Bachelor's degree in Business/Marketing/Customer Experience

Tools

Tableau

Power BI

Job description

Avis Budget Group in Parsippany, NJ is seeking a Manager, Customer Journey to analyze end-to-end journeys across contact center, digital and in-person touchpoints. You will identify friction, partner with Operations, Fleet, Digital, Marketing, and CX Council to design improvements and measure impact.

The role reports to the Director, Customer Journey Design and requires 5–7 years in CX analytics, strong journey-mapping and data visualization skills, and the ability to translate insights into