Director, Consumer Digital Experience

Location: USA - Remote

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we’ve grown into a leading provider of used and new car financing across the country.

Our Support teams work with multiple departments in a dynamic environment that promotes flexibility and autonomy, while offering the opportunity to collaborate with a diverse group of professionals. We work to comply with our company standards, exceed customer expectations, and drive our Great Place to Work culture. We deliver high-quality services aligned to business needs, driving innovative improvements that support our company strategy and modern operating principles.

We are seeking a Director, Consumer Digital Experience to join the Credit Acceptance marketing team, reporting to the VP of Marketing. Credit Acceptance helps people with credit challenges buy a vehicle and build a stronger financial future. This leader owns the vision for the consumer digital experience across every surface and every stage of that journey — our website, mobile app and web portal — from the first moment someone wonders whether a car is possible, through the purchase, and across the life of the loan.

This is where our emerging consumer value proposition will live. The Digital Vehicle Marketplace — giving consumers the ability to shop for and purchase a vehicle online from a Credit Acceptance dealer — is the future of the company, and it will be delivered through these surfaces. This role owns all of them: the website, the app, the portal and payments, the experience standard that holds them together, and a single prioritized roadmap that decides what gets built and when.

This leader is expected to define the destination state for the consumer digital experience — what it should become over the next several years — and then sequence the work that gets us there. The leaders of Consumer Acquisition and Customer Loyalty & Retention are this role’s closest partners: they bring the business opportunity and the target, and this role is accountable for the experience that delivers it. Success requires someone who moves fluidly between long-range vision and shipping product, and who makes prioritization decisions transparently when demand exceeds capacity.

Outcomes and Activities

This position will work from home; occasional planned travel to our Southfield, Michigan office may be required. However, this position is permitted to work at our Southfield, Michigan office if requested by the team member.

Define the destination state for the consumer digital experience and the multi-year path to reach it, and 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, regardless of how we are organized internally.

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 — conversion rate optimization, prequalification, dealer finder and marketplace surfaces, lead capture and dealer matching.

Own the app and portal experience that owns the relationship — 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 — the payment methods and channels we offer, how payments are processed, retried and recovered, governance and compliance, and the processor, card network and financial institution relationships behind them.

Build the shared foundations the roadmap depends on — 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.

Other duties as assigned.