Sr. Manager, Customer Performance & Insights

DescriptionJob Title: Sr. Manager, Customer Performance & InsightsHyundai 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 DOThe 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 IMPACTOwn and evolve the enterprise CX Health measurement framework, integrating feedback across channels to deliver a holistic view of customer experienceIdentify customer pain points and journey friction by connecting insights across touchpoints, behavioral data, and feedback signalsDevelop dashboards, scorecards, and executive reporting that shift from reactive reporting to proactive, predictive CX managementLead customer research and analytics programs, translating findings into actionable, prioritized recommendationsIntegrate insights from social media, call centers, complaints, operational data, and tools like GlassboxEstablish proactive monitoring and predictive analytics to detect emerging CX risksFacilitate cross-functional alignment and embed customer-driven decision-makingDesign and manage closed-loop feedback systems to ensure resolution and measurable improvementsInfluence senior stakeholders through storytelling and data-backed recommendationsLead, mentor, and develop a high-performing teamQualificationsWHAT YOU WILL BRING TO THE ROLEExperience:8+ years in customer insights, CX analytics, research, VoC, or CX strategy3+ years of leadership experiencePredictive analytics experience related to customer behavior or journey riskExperience managing qualitative, quantitative, and behavioral research programsProven ability to influence senior stakeholders and lead cross-functional initiativesExecutive-level communication experienceEducation:Bachelor’s degree in relevant field requiredAdvanced degree preferredSkills & Knowledge:Expertise in customer insights, VoC, and CX measurementStrong analytical and problem-solving skillsExperience with SQL, Python, or predictive modeling toolsAbility to translate data into actionable strategiesFamiliarity with CX tools (e.g., Glassbox)Strong storytelling and executive presentation skillsStakeholder management in matrixed environmentsAdvanced Excel and Microsoft Office skillsStrong communication and leadership abilitiesWE TAKE CARE OF OUR PEOPLEAlong 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: $350o Manager / Sr. Manager: $600o Director: $800o Executive Director: $900o 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 choiceWHAT HAPPENS NEXTExpress your interest by submitting an application. Our recruiting team will review your application to assess alignment with the role. Visit our careers page to learn more about our culture.OTHER DETAILSWork Environment & Physical Requirements:Extended sitting, standing, and screen time in a hybrid work environment (office and remote).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 NoticeThis 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 View email address on click.appcast.io Field: Corporate StrategyJob Type: RegularSchedule: Full-time