Digital Customer Experience Manager

Position Overview

Reporting to: Senior Director, Ancillaries and Digital Customer Experience International

Corporate Overview:

At Avis Budget Group, you’ll be joining a team of over 25,000 driven individuals, united by purpose and performance. Together, we’re shaping the future of transportation through innovative, customer-focused mobility solutions.

Our performance-driven culture fosters growth and excellence. We empower each other to perform at our best by providing strong leadership, comprehensive training, the right tools, and meaningful rewards.

We’re proud to make a positive impact on the lives of our colleagues, customers, and the communities in which we operate.

About the Role:

As Manager, Digital Customer Experience International, you will support in leading the vision, strategy, and execution of digitally led customer journeys that span from mobile interaction to on-location service delivery. This role is critical to transforming the customer rental experience into one that is fast, intuitive, mobile-first, and commercially optimized.

You will oversee how digital channels guide and shape the entire customer lifecycle — from booking and digital check-in to counter bypass, vehicle pickup, and return. You will work cross-functionally to ensure that each digital touchpoint not only works seamlessly but also drives operational alignment and commercial impact in the physical environment.

You will collaborate with Product, IT, Operations, Marketing, and Care to ensure a consistent, data-driven, and scalable experience that meets customer expectations while increasing efficiency and revenue

Key Duties and Responsibilities:

• Own and continuously optimize the digital customer journey, including mobile booking flows, digital check-in, counter bypass, vehicle selection, and communications across email, SMS, and app.
• Ensure digital-first experiences lead the customer journey, reducing time at the counter and empowering self-service wherever possible.
• Identify and activate commercial opportunities within digital touchpoints, including upsell and cross-sell moments for services such as vehicle upgrades, insurance, fuel plans, or add-ons — particularly during booking and pre-arrival.
• Collaborate with Retail Experience to ensure branch operations, signage, and staff interactions consistently deliver on the expectations set by digital experiences, including readiness to support counter bypass customers.
• Champion the rollout of features and experiences that enable frictionless, time-saving service, such as express pick-up, queue-less experiences, and digital identity verification.
• Translate customer pain points and insights into prioritized digital improvements that can scale across regions and branches.
• Partner with product, UX, and IT teams to develop, test, and launch seamless digital solutions that bridge online and in-person moments.
• Lead performance tracking of the full customer journey using KPIs such as digital adoption, check-in completion, counter bypass success rates, CSAT, NPS, and ancillary revenue conversion.
• Support pilots and rollouts of innovative technologies that connect digital and physical experiences (e.g., mobile-based car access, smart returns, or geo-notifications).
• Stay ahead of trends in digital travel, mobility, and retail experience to inform long-term journey design.

Personal Attributes

Essential

• Strong customer-first and digital-native mindset
• Strategic thinker
• Commercially savvy 
• Confident communicator
• Hands-on and execution-focused
  Desirable

• Matrixed organization experience.
• Champions experimentation.
• Effective under pressure

Work Experience

Essential

• 7+ years in Digital CX, Digital Strategy, or Omnichannel Product/Experience roles
• Strong track record of leading cross-functional, digital-to-physical service initiatives
• Experience leveraging digital flows for conversion and commercial impact
• Experience in designing physical journey into digital.
• Proven ability to drive upsell, cross-sell, and self-service success in digital journeys
• Experience optimizing journeys for both customer satisfaction and commercial impact
• Deep understanding of how to scale digital innovation across operational networks
  Desirable

• Experience in car rental, mobility, transportation, or travel
• A/B testing and personalization experience
• Experience with pilot testing new CX technologies

Business Skills & Knowledge

Essential

• Experience with CX journey mapping, VOC insights, and digital monetization
• Proficiency in tools such as Figma, , Google Analytics, Jira, Miro
• Able to build business cases, define experience KPIs, and drive governance
• Agile delivery experience across product and CX environments
  Desirable

• UX and service design
• Personalization, automation, or self-service platform experience
• Strong understanding of digital accessibility and mobile-first design