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As Retail & CX Product Manager, you’ll own and improve end-to-end customer journeys across our rental locations and key touchpoints — from Booking and Pick-Up to During and Post Rental. You’ll identify customer pain points, define CX priorities, and lead the delivery of retail and product improvements that enhance service flow, physical environments, signage, and in-location technologies. Working cross-functionally with Marketing, IT, Operations, and external partners, you’ll translate insight into tangible, brand-aligned experiences.
Job Responsibility:
Improve end-to-end customer journeys, removing friction and elevating in-person experiences
Define and prioritise CX initiatives that deliver customer and commercial value
Set physical journey standards (layout, signage, flow, branding) and maintain an experience playbook
Partner with Product, Digital UX, Technology, and Operations to deliver CX solutions
Lead testing, pilots, and rollouts of new experience standards and technologies
Own CX KPIs, feedback loops, and continuous improvement
Act as the voice of the customer across the business
Requirements:
5+ years’ experience in customer experience, retail/brand experience, service design, or related fields
Strong background in journey mapping, physical environment design, and cross-functional delivery
Experience in product ownership or digital transformation
Commercially aware, data-driven, and comfortable working in agile environments
Influential communicator with a customer-obsessed mindset
Experience in mobility, hospitality, retail, or service industries is advantageous
Nice to have:
Experience in mobility, hospitality, retail, or service industries is advantageous
What we offer:
Generous Leave: 25 days holiday, plus bank holidays. Rising with length of service
Employee Assistance Programme (EAP): Provided by Health Assured – 24/7 support for your mental health and wellbeing
Employee Discounts: Discounts on car rental across Avis Budget Group (including Zipcar)
Pension Contribution: Company pension plan to help secure your future
Friends and Family Discount: Special rates for your loved ones
Onsite Amenities: Bracknell HQ offers free parking and access to a small onsite gym