Director, CX Strategy & Engagement

WHAT YOU WILL BRING TO THE ROLE

• 10 years of experience in Customer Experience Customer Insights CRM Digital Engagement Marketing Technology Product Management Business Transformation or related fields.

• Proven experience leading CX strategy customer journey transformation customer insights digital engagement and enterprise improvement initiatives.

• Experience with CX measurement customer feedback programs executive reporting governance and performance management.

• Experience developing business cases roadmaps and strategic recommendations that connect customer outcomes to business results.

• Experience with Salesforce Marketing Cloud CRM platforms or similar customer engagement technologies.

• Bachelors degree in Business Marketing Analytics Information Technology or a related field; MBA preferred.

• Strong expertise in customer journey management service design customer analytics lifecycle communications and CX performance measurement.

WE TAKE CARE OF OUR PEOPLE

At HCA our people drive our success. Thats why we offer a competitive rewards package that supports your health financial future and overall wellbeingat work and beyond.

Benefits Highlights

• Hybrid flexibility 4 days in office 1 day remote

• Vehicle perks monthly vehicle allowance plus purchase and lease discounts

• Comprehensive health coverage medical dental and vision plans

• Employer-funded HSA contributions to help reduce healthcare costs

• 401(k) with company match and immediate vesting from day one

• 100% company-paid life and disability insurance

• Wellbeing benefits including fitness and health resources

• Leadership programs and career development that support continuous learning

• Paid Volunteer Time Off and a company charitable donation in your honor

Because great benefits help you thrivepersonally and professionally.

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.

The latest version of our Privacy Policy can be foundhere. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at.

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.

WHAT YOU WILL DO

The Director Customer Experience Strategy & Engagement leads the Customer Experience Strategy & Engagement function within Hyundai Capital America and is responsible for advancing customer-centric initiatives that support the organizations customer experience and digital transformation priorities. This role provides strategic direction across CX Strategy CX Performance & Insights and CX Engagement ensuring customer experience priorities are translated into actionable plans governance routines digital engagement strategies and measurable improvement initiatives..

The Director leads development and management of the CX roadmap performance framework customer insights approach personalization strategy and governance model used to identify prioritize and measure customer experience improvements. This leader provides CX insights and recommendations to executive leadership and cross-functional business partners helping align customer experience priorities with business objectives and operational execution. The Director also leads and develops a multidisciplinary CX team building functional capability in customer strategy journey management analytics engagement and continuous improvement.

HOW YOU WILL MAKE AN IMPACT

1. CX Strategy & Transformation

• Lead the CX strategy roadmap and customer experience vision across key customer journeys.

• Drive journey transformation service design and process improvements that enhance customer outcomes and support business objectives.

• Partner with business leaders to prioritize CX initiatives and align investments with enterprise goals.

2. CX Performance & Insights

• Lead CX measurement reporting and governance across customer feedback operational performance and experience metrics.

• Translate customer insights and performance trends into actionable recommendations and improvement strategies.

• Drive customer data analytics personalization and AI-enabled experience initiatives.

3. CX Engagement & Customer Communications

• Lead customer communication and engagement strategies across the customer lifecycle.

• Oversee digital engagement platforms communication governance and personalized customer journeys.

• Drive initiatives that improve customer adoption self-service loyalty and retention.

4. Enterprise CX Leadership & Stakeholder Alignment

• Serve as a trusted advisor to executive leadership on CX strategy performance and transformation priorities.

• Lead CX governance business case development prioritization and cross-functional alignment.

• Drive execution of enterprise-wide CX initiatives and measurable customer outcomes.

5. Team Leadership & Talent Development

• Lead develop and mentor CX team members across strategy insights and engagement functions.

• Foster a culture of customer-centricity accountability innovation and continuous improvement.