Director, Consumer Digital Experience

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.

• 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.

• 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, without losing the through-line.

• Payments & Self-Service: Working command of digital payment methods and processing, servicing workflows, vendor and processor management, and the economics of reducing assisted contacts.

• Conversion & Experimentation: Fluent in funnel instrumentation, testing and conversion rate optimization; sets the test agenda and ships winners rather than debating opinions.

• Prioritization Under Constraint: Able to weigh competing demand from multiple internal partners with a transparent, value-based method, and to hold a sequence once it is set.

• Quantitative & Insights-Driven: Comfortable with napkin math and sizing opportunities, and draws sharp, metrics-driven implications from qualitative and quantitative data alike.

• Executive Communication: Confident, polished communicator able to present and influence at the executive level.

• Cross-Functional Collaboration: Builds strong partnerships across marketing, product, engineering, servicing, analytics and compliance to deliver shared outcomes.

• Team Leadership: Builds and develops a high-performing team across more than one product surface, with genuine commitment to treating customers well.

• 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.

• 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.

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

To create an environment where people do their best work, we focus on the dimensions of Organizational Health. All leaders must:

• Identify the Right People by recognizing top talent
• Set Clear Expectations by managing change and directing others
• Train team members and focus on developing talent
• Performance Manage by ensuring accountability and driving results
• Create the Right Environment by establishing trust and managing conflict
• Maintain the Right Number of team members needed to build an effective team

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department