Sr. Manager, Customer Experience Strategy

WHAT YOU WILL BRING TO THE ROLE

• Minimum 8 years of progressive experience in customer experience strategy journey management digital experience customer insights product strategy operations strategy or related field with demonstrated experience translating customer insights and business priorities into journey roadmaps transformation initiatives and measurable outcomes.

• Minimum 3 years supervisory experience.

• Automotive finance financial services or regulated consumer services experience preferred.

• Bachelors degree in Business Marketing Digital Experience User Experience Communications or related field.

• Deep understanding of end-to-end customer journeys lifecycle management and customer experience strategy.

• Strong knowledge of journey mapping service blueprinting journey analytics Voice of Customer insights and customer performance measurement.

• Ability to translate customer insights data and business priorities into actionable strategies roadmaps recommendations and transformation initiatives.

• Strong strategic thinking prioritization and problem-solving skills with the ability to operationalize ideas and drive clarity through ambiguity.

• Demonstrated ability to influence cross-functional stakeholders and align teams around shared customer operational and business outcomes.

• Strong written verbal and executive presentation skills including the ability to communicate insights trade-offs and recommendations to senior leaders.

• Ability to lead coach develop and manage team members while setting priorities and ensuring delivery of high-quality work.

• Strong relationship-building and collaboration skills across digital operations product servicing risk collections dealer experience and analytics teams.

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 Sr. Manager Customer Experience Strategy is a senior leader within HCAs Customer Experience organization responsible for translating the CX vision into actionable customer journey strategies roadmaps and transformation initiatives across the retail finance and servicing lifecycle. This role leads insight-driven prioritization journey optimization and cross-functional alignment to improve customer satisfaction operational efficiency digital adoption and business outcomes. This role oversees major customer journeysincluding Shopping Onboarding Mid-Term Servicing Payments & Collections End-of-Term Titles and Loyaltyensuring experiences are intuitive consistent and aligned across channels products and brands. This role partners with Digital Operations Product Risk Collections Dealer Experience and Servicing teams while leading and developing team members to deliver measurable customer and business impact.

HOW YOU WILL MAKE AN IMPACT

1. Customer Journey Optimization & Transformation

• Oversee the optimization and future-state design of major customer journeys including Shopping Onboarding Mid-Term Servicing Payments & Collections End-of-Term Titles and Loyalty.

• Identify customer pain points unmet needs process gaps and operational inefficiencies across lifecycle stages.

• Develop and maintain journey maps service blueprints and improvement opportunities to support consistent intuitive and connected customer experiences.

• Partner with business and technology teams to shape requirements and prioritize enhancements across digital and non-digital channels.

2. Customer Experience Strategy & Roadmap Development

• Lead the development prioritization and execution of customer journey strategies and roadmaps aligned to HCAs CX vision business goals and digital transformation priorities.

• Translate customer insights journey analytics performance metrics and cross-functional input into actionable recommendations and transformation initiatives.

• Establish journey objectives KPIs and success measures to evaluate customer operational and business outcomes.

3. Cross Functional Leadership & Alignment

• Partner with Digital Operations Product Risk Collections Dealer Experience Servicing Marketing and other stakeholders to translate CX strategy into coordinated execution.

• Facilitate journey reviews prioritization discussions and alignment forums to drive shared understanding of goals dependencies and execution plans.

• Influence cross-functional leaders to ensure customer journey improvements are aligned across channels products brands and operational teams.

4. Customer Data Insights & Performance Monitoring

• Use customer behavior data journey analytics Voice of Customer insights and performance metrics to identify trends risks and improvement opportunities.

• Develop clear insights and recommendations that help senior leaders understand customer impact trade-offs and prioritization decisions.

• Partner with Data & Analytics teams to align KPIs and measure outcomes across customer journey phases.

5. People Leadership & Team Development

• Lead mentor and develop team members by providing direction coaching performance feedback and support for professional growth.

• Set priorities manage workload and ensure team deliverables support CX strategy journey transformation initiatives and measurable customer and business outcomes.