Customer Experience Communication Associate

Hyundai Capital America•Irvine, CA

22d•Hybrid

About The Position

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.