Senior Customer Journey Manager: Experience & Insights

United States 2 Avis Budget Car Rental LLC; Parsippany-Troy Hills (NJ); On-site; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) Plan with company match

Employee discounts

Job summary

Avis Budget Group in Parsippany, New Jersey, is hiring a Manager, Customer Journey to analyze end-to-end customer journeys and drive improvements. You will partner with Operations, Digital, Marketing, and CX Council to map journeys, measure performance, and implement enhancements that reduce friction and boost loyalty.

This role requires 5–7 years in CX, strong data skills with Tableau/Power BI, and the ability to translate insights into actionable programs.

Qualifications

• Bachelor's degree in Business, CX, Marketing or related field.
• 5–7 years of experience in customer experience, journey mapping, or CX analytics.
• Experience partnering cross-functionally and driving initiatives to completion.

Responsibilities

• Map end-to-end customer journeys across contact center, digital, and physical touchpoints.
• Analyze Voice of Customer and data to identify friction points and causes.
• Develop experience improvements to reduce friction and boost loyalty.
• Prepare business cases and recommendations for CX Council review.
• Build dashboards to track journey performance and KPIs across channels.

Skills

Journey mapping

Root-cause analysis

CX metrics

Reporting tools

Education

Bachelor's degree in Business, CX, Marketing

Tools

Tableau

Power BI

Job description

Avis Budget Group in Parsippany, New Jersey, is hiring a Manager, Customer Journey to analyze end-to-end customer journeys and drive improvements. You will partner with Operations, Digital, Marketing, and CX Council to map journeys, measure performance, and implement enhancements that reduce friction and boost loyalty.

This role requires 5–7 years in CX, strong data skills with Tableau/Power BI, and the ability to translate insights into actionable programs.