Customer Journey Strategy Manager
Job Location:
Irvine, CA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
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Job Summary
Job Title: Customer Journey Strategy Manager
Hyundai Capital America (HCA) helps people move forward. Through Hyundai Motor Finance Genesis Finance and Kia Finance we deliver innovative financing leasing and insurance solutions to more than 3 million customers and businesses nationwide.
Were a company driven by growth innovation and people. At HCA youll find opportunities to build new skills expand your career and make a real impactwhile working in a diverse inclusive and valuesdriven environment. Were proud to support our communities through volunteerism philanthropy and engaged Employee Resource Groups.
If youre looking for a fastpaced collaborative workplace where your ideas matter join us as we lead the future of financing freedom of movement. Apply today.
WORK MODEL
#LI-OnSite (4 days a week)
WHAT YOU WILL DO
The Customer Journey Strategy Manager is responsible for defining managing and continuously improving the end to end customer journey across key moments that matter. This role serves as a steward of journey led thinking identifying friction points and orchestrating cross functional actions across marketing sales digital servicing and operational touchpoints to ensure journeys are intentionally designed measured and optimized based on customer behaviors needs and decision moments and are aligned to business outcomes and continuously evolved to create more seamless personalized and impactful customer experiences.
HOW YOU WILL MAKE AN IMPACT
1. Customer Journey Engagements
Serve as the enterprise steward for assigned end-to-end customer journeys identifying friction points and moments that matter across channels and touchpoints.
Facilitate cross-functional workshops to align stakeholders on journey vision target experience and prioritized opportunity areas.
Develop and maintain journey maps (current and future state) documenting customer needs decision moments pain points and experience gaps.
Ensure recommended journey improvements deliver consistent efficient omni-channel experiences across marketing sales digital servicing and operations.
2. Solution Design & Implementation
Partner with business and technical stakeholders to co-design journey improvements including process policy platform/system digital experience and communications changes.
Translate journey insights into clear requirements (problem statements hypotheses success measures and prioritized backlog items) to enable execution.
Drive initiatives from concept through delivery by coordinating owners milestones dependencies and change impacts to ensure outcomes are realized.
3. Initiative Prioritization & Orchestration
Collaborate with product marketing sales operations and technology teams to prioritize initiatives that improve experience and advance business outcomes.
Collaborate with analytics teams to leverage data for insights and measurement of journey effectiveness.
Align scope resourcing and timelines across teams to enable coordinated execution and reduce customer-impacting gaps between functions.
Influence decision-making through structured storytelling (journey narratives) trade-off analysis and customer-impact framing.
4. Customer Feedback & Insight Integration
Leverage Voice of Customer (VoC) research operational performance and digital signals to understand customer behaviors needs and expectations.
Establish and maintain feedback loops to validate pain points monitor emerging issues and ensure improvements reflect evolving customer preferences.
Maintain customer personas and journey artifacts updating them as new insights product changes and market conditions emerge.
5. Performance Management and Reporting
Define and manage journey KPIs and success metrics; monitor performance against targets and diagnose drivers of journey outcomes.
Deliver regular reporting and executive-ready insights highlighting journey health root causes risks and prioritized actions..
Track impact of implemented changes and recommend iterative optimization to continuously improve experience efficiency and business results.
WHAT YOU WILL BRING TO THE ROLE
Minimum 5-7 years progressive experience in one or more of the following: customer experience (CX) customer journey strategy/management product management digital experience process improvement business transformation with demonstrated work improving end-to-end customer journeys.
Automotive or financial services industries preferred.
Bachelors degree in Business Marketing Computer Science Engineering or a related field.
Lean Six Sigma experience a plus
Proven ability to foster customer-centric strategies and deliver seamless connected experiences across all customer touchpoints.
Demonstrated experience leading or coordinating cross-functional initiatives across multiple functions (e.g. marketing sales digital/product servicing operations technology) to deliver customer experience improvements.
Demonstrated experience using customer feedback and performance data (e.g. VoC operational metrics digital analytics) to identify opportunities prioritize work and measure results.
Proven experience developing and delivering stakeholder-ready communications (written and verbal) including presenting findings and recommendations.
Knowledge of customer experience principles and customer journey mapping (current and future state).
Ability to identify journey friction and translate insights into actionable requirements initiatives or backlog items.
Ability to interpret and synthesize inputs from VoC research operational data and digital signals into clear insights and recommendations.
Knowledge of omni-channel experience concepts and how cross-channel handoffs impact customer outcomes.
Ability to collaborate effectively with cross-functional stakeholders and influence outcomes in a matrixed environment.
Working knowledge of digital platforms and CRM tools that support customer engagement.
Strong written and verbal communication skills including the ability to present complex information to varied audiences.
Ability to manage work independently prioritize effectively and deliver results with attention to detail.
Exceptional attention to detail and quality.
Ability to work autonomously and in a team environment.
Excellent interpersonal skills to successfully collaborate with cross functional departments.
Strong orientation toward results coupled with reputation for integrity creativity and good judgment
Must have the ability to challenge when appropriate existing practices.
WE TAKE CARE OF OUR PEOPLE
At HCA we know our success starts with our people. We offer a comprehensive rewards package designed to support your health financial wellbeing and life outside of work so you can bring your best every day.
In addition to competitive pay our benefits include:
Hybrid work schedule offering 4 on-site days and 1 remote day per week
Vehicle benefits designed around your role including monthly allowances and purchase and lease discounts
Flexible health coverage with medical dental and vision plans including no cost and low-cost options
Annual employer HSA contribution to help offset healthcare expenses
401(k) with company match and immediate vesting so you can start building your future from day one
100% company paid life and disability insurance for added peace of mind
Wellbeing programs at no cost to you including gym benefits and health resources
Generous parental leave to support growing families
Paid Volunteer Time Off plus a company donation to a charity of your choice
At HCA our benefits are more than perks theyre part of our commitment to supporting you at work and in life. Learn more about benefits at HCA!
WHAT HAPPENS NEXT
Express your interest by submitting an application. Once your application is received our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture visit our careers page.
OTHER DETAILS
Our Company is an equal opportunity employer committed to fostering a diverse inclusive and respectful workplacebecause we believe diversity builds stronger teams. We comply with all applicable federal state and local equal employment opportunity laws and do not discriminate on the basis of race religion or creed color national origin ancestry caste citizenship sex or gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity or expression age disability medical condition genetic information marital status family care or medical leave status military or veteran status political affiliation or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.
California Privacy Notice
This notice only applies to our applicants who reside in the State of California.
If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at.
Required Experience:
Manager
