Senior Digital CRO Specialist - Testing and Retention

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Senior Digital CRO Specialist - Testing and Retention

Location: 5501 Headquarters Dr, Plano, Texas, 75024, United States of America

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Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The Company's customer-facing operating units include industry-leading brands such as Acima, Brigit, and Rent-A-Center that facilitate consumer transactions across a wide range of store-based and digital channels, including over 2,300 company branded retail units across the United States, Mexico, and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas.

JOB PURPOSE

The Senior CRO Specialist - Retention is an individual contributor responsible for retention and lifecycle experimentation strategy and execution across returning-customer and authenticated web journeys. This role ensures retention tests are cohort-aware, statistically credible, and tied to measurable customer and business outcomes. The role administers the experimentation platform (Optimizely primarily), defines targeting and measurement, and delivers clear recommendations to iterate, scale, or stop.

KEY RESPONSIBILITIES

• Own retention-focused experimentation strategy and execution across lifecycle and returning customer web/app journeys. • Support multiple lines of business, Acima, Rent-A-Center and more as assigned. • Configure and administer A/B and MVT tests in Optimizely (targeting, traffic allocation, environments, launch controls). • Define hypotheses, success metrics, guardrails, attribution, and event requirements to ensure outcomes are measurable and defensible. • Support feature-flag experimentation by defining test design and governance and partnering with Product/Engineering on implementation requirements and rollout controls. • Build and manage cohorts/segments using CDP and enterprise attributes (lifecycle status, behavioral signals, account data, eligibility). • Enforce guardrails to prevent lifecycle fatigue, offer inconsistency, eligibility leakage, and cohort contamination. • Interpret results with rigor (cohort integrity, confidence, durability, unintended consequences) and deliver clear recommendations to leadership. • Partner cross-functionally with CRM, Product, Pricing/Risk, Operations, Analytics/Data, and UX to identify opportunities and drive execution alignment. • Support retention-oriented personalization through controlled experiments prior to scale decisions.

JOB REQUIREMENTS

Bachelor's degree in Marketing, Business, Analytics, Computer Science, UX, or related field (or equivalent experience).

3+ years in experimentation, lifecycle growth, retention optimization, or analytics-driven product improvement.

Strong A/B testing knowledge with cohort-aware measurement and statistical rigor.

Hands-on experience administering experimentation platforms (Optimizely strongly preferred).

Ability to analyze data, interpret outcomes, and communicate tradeoffs clearly.

Working knowledge of HTML/CSS/JavaScript to assess feasibility and troubleshoot (not primary developer).

Proven cross-functional collaboration with CRM, Product, Pricing, Operations, Analytics, and Engineering.

PREFERRED EXPERIENCE

With feature flag experimentation, rollout patterns, and event-driven measurement.

Familiarity with GA4/GA360, Firebase, GTM, CDPs, and modern analytics pipelines.

Experience with SQL/BigQuery (or similar) for validation and analysis.

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