Director, Customer Growth

Job Overview

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.

The Director, Customer Growth leads Upbound’s enterprise-wide customer-focused growth, turning customer understanding into business action across brands. This role reports to the Vice President of Customer Experience and Insights. This leader guides a team of Customer Experience and Growth Specialists responsible for key stages of the customer journey, partnering across Product, Design, Marketing, and Data to orchestrate seamless, insight-driven experiences. This role partners closely with the Customer Insights peer team that owns understanding the customer through research, VOC, segmentation, and market intelligence. The leader translates customer understanding into business action: journey orchestration, experimentation, and measurement frameworks that fuels customer growth and loyalty.

Duties And Responsibilities

• Business Strategy Alignment & Customer-Centricity
  • Pace enterprise and brand strategy to evolving customer needs, ensuring Upbound’s Growth Office and brand goals reflect customer-centric priorities.
  • Translate customer understanding delivered by Customer Insights into a multi-year roadmap that improves ease, engagement, and lifetime value.
  • Embed customer-centric business design into enterprise planning, innovation, and transformation efforts; including pricing, policy, process, and operating-model decisions, not just journey touchpoints.
• Journey Leadership & Orchestration
  • Lead a team of Customer Experience and Growth Specialists who own the business POV of the customer and coworker journey across Upbound’s brands.
  • Support the team in developing key customer initiatives and roadmap that document the current state customer experience of key moments, the future state, and the change needed to drive improved experience and business outcomes.
  • Partner with Product, Design, and Marketing to create cohesive, data-informed customer journeys and orchestration maps, applying personas and segments.
  • Influence design direction to align with journey strategy and customer insights.
• Experimentation & Continuous Improvement
  • Champion a test-and-learn culture that promotes data-driven decision making.
  • Use rapid prototyping and concept validation to make future-state journey or business concepts tangible and testable within days, before committing to a full build.
  • Translate experimentation results into scalable improvements across digital and service touchpoints