- Plano, Texas, United States
- On-site
- Full-time · Mid
- 5–8 years
The Customer Experience Strategist will help shape the future of the Rent-A-Center store experience and advance Upbound's ambition to make customer-centricity a driver of growth.
Responsibilities
- Own the business perspective of the end-to-end store journey and help define how it should evolve for customers and coworkers.
- Lead cross-functional projects to define how store experiences, technology, processes, policies, and coworker interactions come together to serve customers, diagnose where friction exists, and create clarity on what needs to change to deliver a better experience.
- Partner with the CX Activation Lead responsible for the Rent-A-Center digital experience to create one connected customer journey across digital and store experiences.
- Partner with CX Insights to synthesize customer needs, expectations, behaviors, journey friction, and business context into evidence-based opportunities and narratives that help leaders determine where the business should focus or evolve.
- Support strategic research that helps leadership make informed decisions about the role of the store and how it should meet evolving customer expectations.
Requirements
- Nice to have: Retail experience
- Nice to have: Fintech experience
- Nice to have: Financial services experience
- Nice to have: Digital products experience