Sr. Manager, Customer Performance & Insights

Job Title: Sr. Manager Customer Performance & Insights

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 values driven environment. Were proud to support our communities through volunteerism philanthropy and engaged Employee Resource Groups.

If youre looking for a fast paced 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 Sr. Manager Customer Performance & Insights is a strategic analytics leader responsible for delivering a comprehensive real-time view of customer experience performance across the enterprise. This role builds and oversees the full ecosystem of customer feedbackboth stated and unstatedto uncover actionable insights identify experience gaps and guide business stakeholders toward data-driven customer-focused improvements.

HOW YOU WILL MAKE AN IMPACT

• Own and evolve the enterprise CX Health measurement framework integrating feedback across channels to deliver a holistic view of customer experience
• Identify customer pain points and journey friction by connecting insights across touchpoints behavioral data and feedback signals
• Develop dashboards scorecards and executive reporting that shift from reactive reporting to proactive predictive CX management
• Lead customer research and analytics programs translating findings into actionable prioritized recommendations
• Integrate insights from social media call centers complaints operational data and tools like Glassbox
• Establish proactive monitoring and predictive analytics to detect emerging CX risks
• Facilitate cross-functional alignment and embed customer-driven decision-making
• Design and manage closed-loop feedback systems to ensure resolution and measurable improvements
• Influence senior stakeholders through storytelling and data-backed recommendations
• Lead mentor and develop a high-performing team

WHAT YOU WILL BRING TO THE ROLE

Experience:

• 8 years in customer insights CX analytics research VoC or CX strategy
• 3 years of leadership experience
• Predictive analytics experience related to customer behavior or journey risk
• Experience managing qualitative quantitative and behavioral research programs
• Proven ability to influence senior stakeholders and lead cross-functional initiatives
• Executive-level communication experience

Education:

• Bachelors degree in relevant field required
• Advanced degree preferred

Skills & Knowledge:

• Expertise in customer insights VoC and CX measurement
• Strong analytical and problem-solving skills
• Experience with SQL Python or predictive modeling tools
• Ability to translate data into actionable strategies
• Familiarity with CX tools (e.g. Glassbox)
• Strong storytelling and executive presentation skills
• Stakeholder management in matrixed environments
• Advanced Excel and Microsoft Office skills
• Strong communication and leadership abilities

WE TAKE CARE OF OUR PEOPLE
Along with competitive pay as an employee of HCA you are eligible for:

Medical dental and vision plans with no-cost and low-cost options

Annual employer HSA contribution

401(k) matching and immediate vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances by job level:

o Associate / Sr. Associate: $350

o Manager / Sr. Manager: $600

o Director: $800

o Executive Director: $900

o VP or Above: $1000

100% employer-paid life and disability insurance

No-cost health and wellbeing programs including a gym benefit

Six weeks of paid parental leave

Paid Volunteer Time Off plus a company donation to a charity of your choice

WHAT HAPPENS NEXT
Express your interest by submitting an application. Our recruiting team will review your application to assess alignment with the role. Visit our careers page to learn more about our culture.

OTHER DETAILS

Work Environment & Physical Requirements:
Extended sitting standing and screen time in a hybrid work environment (office and remote).

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 amended 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.