Director, CX Strategy & Engagement

Hyundai Capital•Irvine, CA

2d•Hybrid

About The Position

The Director, Customer Experience Strategy & Engagement leads the Customer Experience Strategy & Engagement function within Hyundai Capital America and is responsible for advancing customer-centric initiatives that support the organization’s customer experience and digital transformation priorities. This role provides strategic direction across CX Strategy, CX Performance & Insights, and CX Engagement ensuring customer experience priorities are translated into actionable plans, governance routines, digital engagement strategies, and measurable improvement initiatives. The Director leads development and management of the CX roadmap, performance framework, customer insights approach, personalization strategy, and governance model used to identify, prioritize, and measure customer experience improvements. This leader provides CX insights and recommendations to executive leadership and cross-functional business partners, helping align customer experience priorities with business objectives and operational execution. The Director also leads and develops a multidisciplinary CX team, building functional capability in customer strategy, journey management, analytics, engagement, and continuous improvement.

Requirements

10+ years of experience in Customer Experience, Customer Insights, CRM, Digital Engagement, Marketing Technology, Product Management, Business Transformation, or related fields.
Proven experience leading CX strategy, customer journey transformation, customer insights, digital engagement, and enterprise improvement initiatives.
Experience with CX measurement, customer feedback programs, executive reporting, governance, and performance management.
Experience developing business cases, roadmaps, and strategic recommendations that connect customer outcomes to business results.
Experience with Salesforce Marketing Cloud, CRM platforms, or similar customer engagement technologies.
Bachelor's degree in Business, Marketing, Analytics, Information Technology, or a related field; MBA preferred.
Strong expertise in customer journey management, service design, customer analytics, lifecycle communications, and CX performance measurement.

Responsibilities

Lead the CX strategy, roadmap, and customer experience vision across key customer journeys.
Drive journey transformation, service design, and process improvements that enhance customer outcomes and support business objectives.
Partner with business leaders to prioritize CX initiatives and align investments with enterprise goals.
Lead CX measurement, reporting, and governance across customer feedback, operational performance, and experience metrics.
Translate customer insights and performance trends into actionable recommendations and improvement strategies.
Drive customer data, analytics, personalization, and AI-enabled experience initiatives.
Lead customer communication and engagement strategies across the customer lifecycle.
Oversee digital engagement platforms, communication governance, and personalized customer journeys.
Drive initiatives that improve customer adoption, self-service, loyalty, and retention.
Serve as a trusted advisor to executive leadership on CX strategy, performance, and transformation priorities.
Lead CX governance, business case development, prioritization, and cross-functional alignment.
Drive execution of enterprise-wide CX initiatives and measurable customer outcomes.
Lead, develop, and mentor CX team members across strategy, insights, and engagement functions.
Foster a culture of customer-centricity, accountability, innovation, and continuous improvement.