Customer Experience Strategy Manager Jobs in Riverside, CA

Job Title: Customer Journey Strategy Manager

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.

WHAT YOU WILL BRING TO THE ROLE

        Minimum 5-7 years' progressive experience in one or more of the following: customer experience (CX), customer journey strategy/management, product management, digital experience, process improvement, business transformation with demonstrated work improving end-to-end customer journeys.

        Automotive or financial services industries preferred.

        Bachelor's degree in Business, Marketing, Computer Science, Engineering, or a related field.

        Lean Six Sigma experience a plus

        Proven ability to foster customer-centric strategies and deliver seamless, connected experiences across all customer touchpoints.

        Demonstrated experience leading or coordinating cross-functional initiatives across multiple functions (e.g., marketing, sales, digital/product, servicing, operations, technology) to deliver customer experience improvements.

        Demonstrated experience using customer feedback and performance data (e.g., VoC, operational metrics, digital analytics) to identify opportunities, prioritize work, and measure results.

        Proven experience developing and delivering stakeholder-ready communications (written and verbal), including presenting findings and recommendations.

        Knowledge of customer experience principles and customer journey mapping (current and future state).

        Ability to identify journey friction and translate insights into actionable requirements, initiatives, or backlog items.

        Ability to interpret and synthesize inputs from VoC, research, operational data, and digital signals into clear insights and recommendations.

        Knowledge of omni-channel experience concepts and how cross-channel handoffs impact customer outcomes.

        Ability to collaborate effectively with cross-functional stakeholders and influence outcomes in a matrixed environment.

        Working knowledge of digital platforms and CRM tools that support customer engagement.

        Strong written and verbal communication skills, including the ability to present complex information to varied audiences.

        Ability to manage work independently, prioritize effectively, and deliver results with attention to detail.

        Exceptional attention to detail and quality.

        Ability to work autonomously and in a team environment.

        Excellent interpersonal skills to successfully collaborate with cross functional departments.

        Strong orientation toward results coupled with reputation for integrity, creativity and good judgment

        Must have the ability to challenge, when appropriate, existing practices.

WE TAKE CARE OF OUR PEOPLE

At HCA, we know our success starts with our people. We offer a comprehensive rewards package designed to support your health, financial wellbeing, and life outside of work - so you can bring your best every day.

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

        Annual employer HSA contribution to help offset healthcare expenses

        401(k) with company match and immediate vesting, so you can start building your future from day one

        100% company paid life and disability insurance for added peace of mind

        Wellbeing programs at no cost to you, including gym benefits and health resources

        Generous parental leave to support growing families

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

At HCA, our benefits are more than perks - they're part of our commitment to supporting you at work and in life. Learn more about benefits at HCA!

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 workplace-because 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 found here. 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 Privacy2@hcs.com.