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Upbound Group · 22 hours ago

Director, Growth Strategy

Plano, TX

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Upbound Group is a technology and data-driven leader in accessible financial solutions. The Director of Growth Strategy leads the development and execution of the enterprise-wide customer experience strategy, guiding a team to optimize customer journeys and drive growth and loyalty.

FinanceFinancial ServicesLeasing

Responsibilities

Define and evolve the enterprise CX strategy aligned with Upbound’s Growth Office and brand goals

Develop a multi-year CX roadmap highlighting initiatives that improve ease, engagement, and lifetime value

Embed CX principles into enterprise planning, innovation, and transformation efforts

Lead a team of CX Strategists overseeing journey ownership across brands and lifecycle stages

Partner with Product, Design, and Marketing to create cohesive, data-informed customer journeys and orchestration maps

Influence design direction to align with journey strategy and customer insights

Own and drive the A/B and multivariate testing roadmap to accelerate learning and optimize customer experiences

Champion a test-and-learn culture that promotes data-driven decision making

Translate experimentation results into scalable improvements across digital and service touchpoints

Translate insights from VOC, Analytics, and Research into actionable journey improvements

Define key CX KPIs (NPS, retention, conversion, effort, LTV) and lead governance to ensure accountability

Influence customer data collection and integration to strengthen personalization, measurement, and feedback loops

Represent the customer voice in executive discussions, linking experience metrics to business results

Partner with marketing and brand team to guide our voice, tone, and value prop

Foster a collaborative, customer-centric Growth Office culture

Collaborate with Enterprise Data, VOC, and Insights teams to inform journey priorities

Partner with Product and Digital teams to embed experimentation into agile delivery cycles

Align with Brand and Marketing on cross-channel consistency and personalization

Qualification

CX strategy developmentJourney mappingA/B testingExecutive communicationFintech experienceCross-functional leadershipData-driven decision makingCollaboration