Head of Customer Experience
Position is fully remote. (We are not able to move forward with candidates that live in: CA, NY, NJ, IL, WA, OR and MUST BE LOCATED WITHIN THE UNITED STATES).
The Savings Group (TSG), the parent company of Rate Genius, AUTOPAY and Tresl, is the most diversified consumer marketplace for automotive finance, refinance, and protection plans. Through a network of more than 180 lenders across all 50 states, TSG provides consumers more choices for their origination and refinanced auto loans, while also delivering loan volume growth to its lender network and partners through a proprietary, web-based platform. Exemplary performance metrics: lead volume, unit economics, and strategic initiative delivery.
SUMMARY:
The Savings Group (TSG) is seeking a Head of Customer Experience to lead the evaluation, redesign, and continuous optimization of how customers engage with TSG from first interaction through funded loan and beyond.
This role exists to treat customer experience as a core growth lever. The Head of Customer Experience will operate as a hands-on leader who identifies friction in the customer journey, improves conversion outcomes, and ensures TSG delivers a cohesive, trust-building, and differentiated experience across all channels and product.
This individual will work cross-functionally with Marketing, Sales, Operations, Compliance, Product, and Technology to overhaul communication strategies, optimize engagement by channel, and ensure technology is used effectively to scale personalization and consistency. This is not a strategy-only role—the Head is expected to design, test, implement, and iterate.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Key Responsibilities
Customer Journey Ownership & Experience Transformation
• Own the end-to-end customer journey from initial interest through application, approval, funding, and post-funding engagement.• Map and diagnose customer flows across channels to identify friction points, drop-offs, and trust gaps.
• Define clear experience standards and success metrics for each stage of the customer lifecycle.
• Continuously refine the customer experience based on performance data, customer behavior, and feedback.
Conversion & Engagement Optimization
• Improve lead-to-application and approval-to-funding conversion rates.• Redesign approval communications to clearly articulate value, urgency, and differentiation.
• Develop structured follow-up and re-engagement strategies for customers who do not act immediately.
• Balance persistence with customer-first engagement to maximize outcomes without degrading trust.
Channel-Specific Strategy & Execution
• Evaluate each lead channel independently and tailor customer experiences accordingly.• Partner with Marketing and Sales to recommend differentiated landing pages, scripts, outreach cadence, and agent specialization.
• Ensure channel strategies reflect customer intent, expectations, and competitive context.
• Test and scale channel-specific optimizations that improve engagement and conversion.
Technology & Tooling Optimization
• Assess the effectiveness of current CX, CRM, contact center, and engagement technologies.• Partner with internal teams to improve utilization of existing tools and identify gaps where new solutions may be required.
• Help define when technology should enhance human interaction versus automate it.
• Support change management, adoption, and integration of CX-related tools into day-to-day workflows.
Cross-Functional Leadership & Execution
• Lead and coordinate cross-functional initiatives across Marketing, Sales, Operations, Compliance, Product, and Technology.• Translate insights into executable changes with clear ownership and accountability.
• Influence outcomes without formal authority through clarity, credibility, and collaboration.
• Step into ambiguous or fast-moving situations to provide structure and forward momentum.
Operational Rigor, Measurement & Reporting
• Establish clear success metrics tied to conversion, engagement, and customer outcomes.• Track performance, identify trends, and proactively address risks or underperformance.
• Provide concise, executive-ready updates on progress, insights, and recommendations.
• Ensure initiatives
QUALIFICATIONS
Required
• 8–12 years of experience in customer experience, growth, lifecycle marketing, sales operations, or conversion-focused roles.• Proven track record improving conversion and engagement metrics in a consumer-facing business.
• Strong analytical skills and comfort using data to diagnose issues and guide decisions.
• Hands-on execution mindset with the ability to both design and implement change.
• Experience leading cross-functional initiatives in complex or ambiguous environments.
• Excellent written and verbal communication skills.
• Ability to influence without authority and partner effectively with senior stakeholders.
Preferred
• Experience in fintech, lending, financial services, or other regulated consumer industries.
• Exposure to CRM, contact center, marketing automation, or AI-enabled engagement platforms.
• Background in growth, performance marketing, lifecycle optimization, Product, or CX transformation roles.
• Comfortable working closely with technical, data, and product teams.
BENEFITS
- Paid time off and paid holidays
- 401K Savings Plan
- Four health insurance plan options
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Dental and Vision insurance
- Long- and Short-Term Disability and Life insurance
- Casual professional work environment
COMPENSATION
Base Salary: 160-175 K Annually based upon experience.
+Bonus Potential
TRAVEL:
Occasional
NON-PHYSICAL DEMANDS:
Change of tasks, performing multiple tasks simultaneously, working with others as part of a team, and irregular schedule/overtime may be required at times.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
The Savings Group (including all its subsidiaries: AUTOPAY, RateGenius Loan Services, Inc., and Innovative Funding Services dba Tresl) is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources