Sr. Manager, Customer Experience Strategy

Description

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.

We're a company driven by growth, innovation, and people. At HCA, you'll find opportunities to build new skills, expand your career, and make a real impact-while working in a diverse, inclusive, and values-driven environment. We're proud to support our communities through volunteerism, philanthropy, and engaged Employee Resource Groups.

If you're 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.

WHAT YOU WILL DO

The Sr. Manager, Customer Experience Strategy is a senior leader within HCA's 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 journeys-including Shopping, Onboarding, Mid-Term Servicing, Payments & Collections, End-of-Term, Titles, and Loyalty-ensuring 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 HCA's 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.

Qualifications

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 f