Digital CX Analytics Manager

Digital Customer Experience Analytics Manager

Join to apply for the Digital Customer Experience Analytics Manager role at Hyundai Capital America

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

What To Expect

The Digital Customer Experience Analytics Manager supports the strategy, development, and continuous improvement of customer-facing digital solutions by managing customer experiences driven by data-informed decisions and communicating findings to stakeholders and leadership. This role is responsible for translating customer feedback, behavioral data, and KPI performance into actionable insights that improve customer satisfaction, loyalty, and overall experience.

What You Will Do

• Data Strategy
• Partner with digital product team to deliver a frictionless omnichannel digital experience to support the product roadmaps.
• Identify and recommend solutions for friction points, drop-offs, and high-impact touchpoints across the customer lifecycle.
• Data Analytics
• Forecast and anticipate customer needs, loyalty, and satisfaction levels utilizing advanced analytical models.
• Utilize multiple sources (CSAT, contact center data, VOC, industry evaluations, such as J.D. Powers) to analyze quantitative and qualitative data.
• Develop scorecards, dashboards and reports to track customer experience performance.
• Partner with product, marketing, operations, and technology teams to recommend improvements based on findings.
• Optimize the use of CX measurement platforms to identify new methodologies and / or tools to enhance customer experience analytical abilities.
• Improvement Evaluation
• Collaborate with digital product team and other customer-facing teams to increase self-service adoption rates and improve customer satisfaction.
• Participate in pilot programs to evaluate performance and post-implementation analysis initiatives to ensure customer satisfaction, loyalty, and overall experience is successfully achieved.

What You Will Bring

Work Environment

Employees in this class are subject to extended periods of sitting, standing, and walking, vision to monitor and moderate noise levels. Work is performed in an at home and office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

Primary Location

United States-California-Irvine

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