Customer Journey Strategy Manager

Hyundai Capital America

Irvine, California

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JOB DETAILS

SKILLS

Agile Programming Methodologies, Backlog Prioritization, Channel Marketing, Community Support, Continuous Improvement, Cross-Functional, Customer Experience, Customer/Client Research, Customer/Consumer Behavior, Develop and Maintain Customers, Documentation, Establish Priorities, Finance, Identify Issues, Insurance, Marketing, Metrics, Operations Research, Performance Analysis, Performance Management, Performance Metrics, Product Marketing, Sales, Sales Operations, Storytelling, Team Player, Technical Operations, Trade-Off Analysis, Volunteer Experience

LOCATION

Irvine, California

POSTED

30+ days ago

Description

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.

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 Customer Journey Strategy Manager is responsible for defining, managing, and continuously improving the end to end customer journey across key moments that matter. This role serves as a steward of journey led thinking- identifying friction points, and orchestrating cross functional actions across marketing, sales, digital, servicing, and operational touchpoints to ensure journeys are intentionally designed, measured, and optimized based on customer behaviors, needs, and decision moments, and are aligned to business outcomes, and continuously evolved to create more seamless, personalized, and impactful customer experiences.

HOW YOU WILL MAKE AN IMPACT

1. Customer Journey Engagements

• Serve as the enterprise steward for assigned end-to-end customer journeys, identifying friction points and "moments that matter" across channels and touchpoints.

• Facilitate cross-functional workshops to align stakeholders on journey vision, target experience, and prioritized opportunity areas.

• Develop and maintain journey maps (current and future state), documenting customer needs, decision moments, pain points, and experience gaps.

• Ensure recommended journey improvements deliver consistent, efficient omni-channel experiences across marketing, sales, digital, servicing, and operations.

2. Solution Design & Implementation

• Partner with business and technical stakeholders to co-design journey improvements, including process, policy, platform/system, digital experience, and communications changes.

• Translate journey insights into clear requirements (problem statements, hypotheses, success measures, and prioritized backlog items) to enable execution.

• Drive initiatives from concept through delivery by coordinating owners, milestones, dependencies, and change impacts to ensure outcomes are realized.

3. Initiative Prioritization & Orchestration

• Collaborate with product, marketing, sales, operations, and technology teams to prioritize initiatives that improve experience and advance business outcomes.

• Collaborate with analytics teams to leverage data for insights and measurement of journey effectiveness.

• Align scope, resourcing, and timelines across teams to enable coordinated execution and reduce customer-impacting gaps between functions.

• Influence decision-making through structured storytelling (journey narratives), trade-off analysis, and customer-impact framing.

4. Customer Feedback & Insight Integration

• Leverage Voice of Customer (VoC), research, operational performance, and digital signals to understand customer behaviors, needs, and expectations.

• Establish and maintain feedback loops to validate pain points, monitor emerging issues, and ensure improvements reflect evolving customer preferences.

• Maintain customer personas and journey artifacts, updating them as new insights, product changes, and market conditions emerge.

5. Performance Management and Reporting

• Define and manage journey KPIs and success metrics; monitor performance against targets and diagnose drivers of journey outcomes.

• Deliver regular reporting and executive-ready insights highlighting journey health, root causes, risks, and prioritized actions..

• Track impact of implemented changes and recommend iterative optimization to continuously improve experience, efficiency, and business results.

Qualifications

WHAT YOU WILL BRING TO THE ROLE

• Minimum 5-7 years' progressive experience in

Customer Journey Strategy Manager

Hyundai Capital America

Irvine, California

About the Company

Hyundai Capital America

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