Job Title: Digital Customer Experience Manager
Reporting to: Senior Director, Ancillaries and Digital Customer Experience International
About Us
At Avis Budget Group, we’re a global team of 25,000+ people driving the future of mobility through innovative, customer-focused solutions. Our performance-driven culture supports growth, collaboration, and meaningful impact for our colleagues, customers, and communities.
The Role
As Manager, Digital Customer Experience International, you will help shape and deliver seamless, mobile-first customer journeys—from booking to vehicle return. You’ll ensure digital channels drive fast, intuitive, and commercially effective experiences, reducing friction and enabling self-service.
Working cross-functionally with Product, IT, Operations, Marketing, and Customer Care, you’ll connect digital and physical touchpoints to improve customer satisfaction, efficiency, and revenue.
Key Responsibilities
- Own and optimise end-to-end digital customer journeys (booking, check-in, pickup, return)
- Drive digital-first, self-service experiences and reduce counter reliance
- Identify and deliver upsell/cross-sell opportunities across digital touchpoints
- Align digital experiences with in-branch operations
- Launch and scale frictionless solutions (e.g. express pickup, digital ID)
- Use data and insights to prioritise improvements and track performance (e.g. NPS, CSAT, conversion)
- Partner with Product, UX, and IT to deliver seamless solutions
- Support pilots of new technologies connecting digital and physical journeys
What We’re Looking For
- 7+ years in Digital CX, Strategy, or Omnichannel Experience
- Commercial mindset with experience driving conversion and revenue
- Customer-first, hands-on, and execution-focused
- Experience with journey mapping, KPIs, and agile delivery
- Familiarity with tools like Google Analytics, Jira, Figma, Miro
- Experience in travel, mobility, or car rental
- A/B testing, personalisation, or CX innovation pilots
- UX/service design and mobile-first experience
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