Customer Experience Communication Associate

Hyundai Capital•Irvine, CA

20d•Hybrid

About The Position

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. The Customer Experience Communication Associate supports the company’s customer experience strategy by ensuring all customer facing content from letters, emails, digital messages, and “how to” videos deliver a consistent, empathetic and engaging brand voice that enhances the overall customer experience. This role will partner with cross-functional stakeholders to ensure message alignment and consistency across communication channels.

Requirements

Minimum 2-4 years’ related experience in customer communication processes, communication material and customer feedback analysis and reporting.
Hands-on experience creating videos (tutorials, explainers, or training videos)
Experience using social listening tool Brandwatch
Bachelor's degree in business, communications or related field; or equivalent work experience.
Exceptional writing and editing skills, with a strong grasp of tone, clarity, and empathy.
Understanding of brand voice, tone, and customer experience principles.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and customer relationship management (CRM) software.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Strong attention to detail with a customer-centric approach.

Nice To Haves

Training or certification in UX writing, or video editing a plus.
Proficiency in video editing tools (Adobe Premiere Pro, After Effects)

Responsibilities

Customer Communication Management : Review, draft and edit customer communications, (emails, letters, digital messages), ensuring they are clear, consistent, and customer friendly and enhance customer satisfaction, retention, and brand loyalty.
Digital & Video Content Creation : Plan, script, and produce “how-to” videos utilizing storytelling and video creation tools to simplify complex topics and enhance customer understanding of basic tasks (e.g., how to make an online payment).
Social Media Monitoring (Brandwatch): Gather customer feedback and sentiment trends from social media platforms (e.g., Facebook, X/Twitter, LinkedIN, Reddit) using Brandwatch tool. Summarize findings and share key insights with stakeholders to enhance customer experience.
Cross-Functional Collaboration : Partner with internal stakeholders (Legal, Compliance, Marketing, Operations) to coordinate updates, obtain approvals to ensure aligned messaging, smooth implementation of new communication initiatives and consistency across communication channels.
Reporting & Documentation: Maintain a log of all updated communications, track communication performance metrics, present actionable insights to leadership and assist in reporting improvements.