Partner with Operations, Fleet, Digital, Marketing, and CVC to design and validate solutions.
Prepare business cases and prioritization inputs for review by the CX Council.
Cross-Functional Partnership & Execution
Partner with cross-functional teams to implement approved journey improvements.
Support initiatives that drive digital adoption and self-service to reduce customer friction.
Coordinate pilots and track implementation progress against plan.
Performance Measurement & Reporting
Track KPI performance including NPS (Rentals and Contact Centers), contact reduction, digital and self-service adoption, and booking conversion rates.
Build reporting and dashboards that make journey performance visible to stakeholders.
Measure and report the impact of implemented improvements over time.
CX Council Support
Prepare analysis, materials, and recommendations for CX Council review.
Track action items, owners, and status of cross-functional CX initiatives.
Perks 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.
Experience
5-7 years of experience in customer experience, journey mapping, or CX analytics roles.
Experience analyzing customer feedback and operational data to identify friction points.
Demonstrated ability to partner cross-functionally and drive initiatives to completion.
Experience in a consumer-facing industry (travel, retail, hospitality, or services preferred).
Skills
Proficiency in journey mapping and root-cause analysis techniques.
Working knowledge of CX metrics (NPS, CSAT, CES) and reporting/visualization tools (e.g., Tableau, Power BI).
Strong written and verbal communication skills, with the ability to translate data into clear recommendations.
Strong project management and cross-functional collaboration skills.
Competencies
Customer-centric mindset with attention to detail in journey analysis.
Analytical thinker who connects data to practical experience improvements.
Collaborative partner who builds trust across functions.
Organized and results-oriented, with a bias for measurable action.
The annual starting salary for this position is between $150,000 – $175,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Who We Are
Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.
Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.
We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.
Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.
This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group.
Parsippany
New Jersey
United States of America
