Sr. Manager, Customer Performance & Insights

Description

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.

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.

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 feedback-both stated and unstated-to 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

Qualifications

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:

• Bachelor's 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: $1,000

• 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
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