Description
Job Title : Sr Manager, Dealer Experience Strategy
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, Dealer Experience Strategy leads the team responsible for shaping and advancing dealer experience strategies across digital and non-digital product platforms. This role oversees dealer strategy, voice of dealer, dealer journey mapping, UX design, and performance insights to support business goals and improve dealer satisfaction. Working cross-functionally with product, sales, service, marketing, and technology teams, the Sr. Manager ensures dealer experience initiatives are effectively prioritized, aligned, and executed to enhance the overall dealer and customer journey.
HOW YOU WILL MAKE AN IMPACT
• Lead the development and execution of dealer experience strategies and roadmaps across digital and non-digital product platforms.
• Align dealer experience priorities with business objectives, customer needs, and dealer satisfaction goals in partnership with product, sales, service, marketing, and technology stakeholders.
• Oversee dealer voice programs and feedback channels, including surveys, complaints, field input, and dealer council insights, to understand dealer needs and pain points.
• Translate dealer feedback and research findings into actionable recommendations and prioritized initiatives that support experience improvements.
• Lead dealer journey mapping efforts across key touchpoints to identify friction points, service gaps, and opportunities to improve the dealer and customer experience.
• Monitor journey performance and work with business partners to implement enhancements that improve satisfaction, usability, and efficiency.
• Leverage dealer, customer, and operational performance data to assess experience effectiveness and identify trends, risks, and improvement opportunities.
• Develop reporting and performance measures that track dealer experience health, journey effectiveness, and progress against business and satisfaction goals.
• Provide leadership and oversight for UX design activities supporting dealer-facing platforms and experiences.
• Support the development of dealer communication strategies that improve clarity, consistency, and awareness of dealer-facing tools, programs, and experience enhancements.
• Partner with internal stakeholders to align messaging and promote adoption of new capabilities, processes, and experience improvements across the dealer network.
• Represent dealer and end-user needs in cross-functional discussions, planning activities, and experience-related initiatives.
Qualifications
WHAT YOU WILL BRING TO THE ROLE
• Minimum 8 years of related experience in dealer experience, customer experience, product strategy, digital experience, journey management, UX, insights, or a related field.
• Minimum 3 years supervisory experience.
• Salesforce experience a plus.
• Bachelor's degree.
• Knowledge of dealer experience, customer experience, journey mapping, and experience improvement methodologies.
• Understanding of UX principles, digital experience design, and usability best practices for dealer-facing and customer-facing solutions.
WE TAKE CARE OF OUR PEOPLE
In addition to competitive pay, our benefits include:
• Hybrid work schedule offering 4 on-site days and 1 remote day per week
• Vehicle benefits designed around your role, including monthly allowances and purchase and lease discounts
• Flexible health coverage with medical, dental, and vision plans, including no cost and low-cost options
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