Director, Consumer Digital Experience

Overview

Lead the consumer digital experience across the website, mobile app, web portal and payments, owning the vision, experience standard and prioritized roadmap that support the Digital Vehicle Marketplace and the customer journey from first inquiry through the life of the loan.

What you'll do

• Define the destination state for the consumer digital experience and the multi-year path to reach it.
• Own a single prioritized roadmap across website, mobile app, web portal and payments, directly accountable for digital engagement, collection rate and cost to serve.
• Set and enforce the experience standard across surfaces so the website, app and portal work as one brand to the customer.
• Partner with Consumer Acquisition and Customer Loyalty & Retention to translate business opportunities into digital experiences, and sequence competing roadmap demand on value and capacity while making the tradeoffs explicit.
• Own the website experience that earns the purchase, including conversion rate optimization, prequalification, dealer finder and marketplace surfaces, lead capture and dealer matching.
• Own the app and portal experience that owns the relationship, including self-service, benefits delivery, progress and next-loan re-entry, and the work with Servicing to reduce assisted contacts.
• Own end-to-end digital payments, including the payment methods and channels offered, how payments are processed, retried and recovered, governance and compliance, and the processor, card network and financial institution relationships.
• Build the shared foundations the roadmap depends on, including one login and customer profile across surfaces, notifications, personalization and marketing technology integration, in partnership with Engineering.
• Define the success measure and expected value for each initiative with the business owner, own the release date and build plan, and hold the team to measured movement rather than delivery milestones.
• Build, lead and develop a high-performing product, design and digital team across payments, app and portal, website and experience design.
• Perform other duties as assigned.

What you'll need

• Bachelor's degree in Marketing, Business, Product Management, or a related field, or equivalent experience.
• 10+ years of experience in digital product, digital customer experience, or ecommerce, with at least 5 years in a leadership role.
• Proven track record owning consumer-facing website and mobile app experiences and the business outcomes they drive.
• Experience leading product managers and designers across more than one product surface.
• Experience owning or heavily influencing budget/investment decisions for a function or program area.
• Experience running an experimentation program and using quantitative and qualitative data to inform strategy and measure impact.
• Experience managing engineering, design and vendor partners to deliver a roadmap on a committed cadence.
• Demonstrated experience presenting to and influencing senior/executive audiences.
• Excellent written and verbal communication skills.
• Digital product leadership: proven ownership of consumer-facing web and mobile product surfaces, able to define a multi-year destination and break it into work that ships.
• Payments and self-service: working command of digital payment methods and processing, servicing workflows, vendor and processor management, and the economics of reducing assisted contacts.
• Conversion and experimentation: fluent in funnel instrumentation, testing and conversion rate optimization.
• Prioritization under constraint: able to weigh competing demand from multiple internal partners with a transparent, value-based method.
• Quantitative and insights-driven: comfortable with napkin math and sizing opportunities.
• Executive communication: confident, polished communicator able to present and influence at the executive level.
• Cross-functional collaboration across marketing, product, engineering, servicing, analytics and compliance.
• Team leadership: builds and develops a high-performing team across more than one product surface, with genuine commitment to treating customers well.

Nice to have

• MBA or other advanced degree.
• Experience in financial services, fintech, or subprime/near-prime lending.
• Experience with digital payments, billing or account servicing platforms.
• Experience with marketplace, ecommerce or vehicle retailing experiences.
• Experience with AI-assisted service experiences and the containment economics behind them.

Details

• Remote work from home; occasional planned travel to the Southfield, Michigan office may be required, and the role may be performed from that office at the team member's request.
• Targeted base salary of $229,500 - $267,750 plus an annual bonus plan.
• Not currently open to individuals who require sponsorship now or in the future to work legally, such as H-1B / H-4 or F-1 OPT visa holders.