Customer Experience Strategy Jobs (NOW HIRING)

Upbound Group

Customer Experience Strategist (On-site - Plano, TX)

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The company's operating units -Acima, Brigit, and Rent-A-Center- enable consumer transactions across both digital and store-based channels, including more than 2,300 retail locations in the U.S., Mexico, and Puerto Rico.

Upbound Group, Inc. is headquartered in Plano, Texas.

JOB OVERVIEW:

TheCustomer Experience Strategistplaysa central rolein designing,optimizing, and elevating critical experiences acrossUpbound'secosystem. Reporting to theSenior Director of Customer Experience Strategy, this role serves as thesubject matter expert and ownerof a specific journey domain - whether customer, retailer, or coworker - and is accountable for identifying opportunities, leading roadmaps, and collaborating acrossjourneydomainstodeliver experiences that drive measurable business and customer value. The ideal candidate combines strategic thinking with empathy, design thinking principles, and a passion for understanding people - transforming insights into action to make every interaction with Upbound more meaningful, connected, and human.

This is a full-time,on-site position based atUpbound'sPlano, TX headquarters.

DUTIES AND RESPONSIBILITIES:

Journey Ownership & Strategy

• Serve as thejourney owner and subject matter expertfor a defined customer, retailer, or coworker journey.

• Develop andmaintainajourney roadmapthatidentifieskey opportunities, pain points, and strategic priorities.

• Translate customer insights, feedback, and data into actionable improvements and initiatives.

• Partner with Design, Product, Marketing, and Operations toalign onshared outcomes and execution.

Experience Design & Optimization

• Lead journey mapping and opportunity framing workshops to uncover moments that matter.

• Apply design thinking and customer empathy toreimagineprocesses, communications, and interactions.

• Define success metrics and use data to measure and improve the experience over time.

• Collaborate with cross-functional teamstopilot, test, and scale experience enhancements.

Cross-Functional Leadership

• Bring together cross-functional stakeholders toalign onpriorities and co-own outcomes.

• Partner with the Growth Office, VOC, and Analytics teams to ensure insights inform decision-making.

• Influence journey-related technology and data priorities that enable personalization and consistency.

• Communicate progress and insightstoleadership through clear storytelling and visualization.

Continuous Improvement

• Champion a culture of experimentation, learning, and continuous improvement across journey teams.

• Document and share best practices that can scale across other experience domains.

• Identifyopportunities for automation, simplification, and innovation within assigned journeys.

You should apply for this role if you are:

• A compelling storyteller with an insight to action mindset, who can energize teams around opportunity areas with clear, data-backed narratives and help partners define how to address the opportunity

• An exceptional problem framer, able to structure ambiguous problem spaces, align stakeholders, and surface insights thatvalidateopportunities for cross-functional teams to solve

• Aself starterand highly curious.You'recomfortable with ambiguity and the ability tooperateeffectively in evolving, loosely defined roles

• A leader who can guide and delegate work across levels and functions, including leading without direct authority and build partnerships across the organization

• A strategic thinker, who understandshow to connect customer needs and opportunities to financial goals and outcomes

SKILLS AND QUALIFICATIONS:

• 5-8 years of experience in customer experience, service design, digital strategy, or product management.

• Proven success owning and improving end-to-end journeys that deliver measurable impact.

• Strong understanding ofjourney mapping, design thinking, and human-centered design.

• Excellent facilitation and collaboration skills; able to influence across diverse functions and levels.

• Analytical mindset with the ability to connect qualitative insights and quantitative data.

• Strong presentation and storytelling skills with executive-level polish.

• Experience in fintech, retail, or customer-facing service industries preferred.

• Passion for customers, empathy-driven innovation, and building experiences that matter.

• Must be available to workon-site atUpbound'sPlano, TX headquarters.