The Director, Customer Journey Design & Governance leads the design, governance, and continuous improvement of end-to-end customer journeys within the Customer Experience (CX) organization. This role translates customer insights into CX improvements that reduce friction, strengthen loyalty, and drive business performance, partnering closely with Operations, Fleet, Digital, Marketing, and CVC.
This leader chairs the CX Council, prioritizing initiatives and driving accountability for CX outcomes across the organization. The role serves as the enterprise owner of journey design standards, ensuring improvements are grounded in customer insight, measured rigorously, and delivered in partnership with the functions that operate the journey.
What You'll Do: - Strategic Leadership & Journey Governance
- 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.
- Journey Redesign & Friction Reduction
- Identify and redesign high-friction customer journeys using Voice of Customer insights, operational data, and behavioral signals.
- Lead root-cause analysis to reduce service and Tier 1 contact center complaints.
- Partner with Operations and Fleet to resolve structural, process-level pain points driving customer friction.
- Prioritize redesign initiatives based on impact to NPS, contact volume, and conversion.
- Cross-Functional CX Initiatives
- Partner with Digital, Marketing, and CVC to design simpler, more connected end-to-end journeys.
- Drive digital adoption and self-service capabilities that reduce friction and lower cost to serve.
- Align cross-functional stakeholders around shared KPI outcomes and a unified journey roadmap.
- CX Council Leadership
- Chair the CX Council, setting agenda, cadence, and decision rights for cross-functional CX initiatives.
- Hold initiative owners across Operations, Fleet, Digital, Marketing, and CVC accountable for CX outcomes.
- Report initiative progress and business impact to senior leadership on a regular cadence.
- Performance Measurement & Continuous Improvement
- Define and govern the shared KPI framework: NPS (Rentals and Contact Centers), contact reduction, digital and self-service adoption, and booking conversion rates.
- Establish measurement cadence and reporting to track before/after impact of journey redesigns.
- Continuously refine journeys based on performance data and evolving customer needs.
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: - Qualifications
- Education: Bachelor's degree in Business, Customer Experience, Marketing, or a related field; Master's degree 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).
- Skills:
- Expertise in journey mapping, service design, and root-cause problem solving.
- Strong grasp of CX metrics (NPS, CSAT, CES) and how they connect to journey performance.
- Exceptional stakeholder management and executive communication skills.
- Strong leadership, facilitation, and program governance capabilities.
- Competencies
- Customer-centric mindset with a passion for simplifying the customer experience.
- Strategic thinker with a bias for action and measurable results.
- Skilled at driving accountability across functions without direct authority.
- Influential leader who fosters collaboration across departments.
The annual starting salary for this position is between $160,000 - $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Parsippany
New Jersey
United States of America
