Sr. Manager, Customer Experience Strategy

About the role

The Sr. Manager, Customer Experience Strategy is a senior leader within HCA’s Customer Experience organization. This role is responsible for translating the CX vision into actionable customer journey strategies, roadmaps, and transformation initiatives across the retail, finance, and servicing lifecycle.

Responsibilities

• Oversee the optimization and future-state design of major customer journeys, including Shopping, Onboarding, Mid-Term Servicing, Payments & Collections, End-of-Term, Titles, and Loyalty.
• Identify customer pain points, unmet needs, process gaps, and operational inefficiencies across lifecycle stages.
• Develop and maintain journey maps, service blueprints, and improvement opportunities to support consistent, intuitive, and connected customer experiences.
• Partner with business and technology teams to shape requirements and prioritize enhancements across digital and non-digital channels.
• Lead the development, prioritization, and execution of customer journey strategies and roadmaps aligned to HCA’s CX vision, business goals, and digital transformation priorities.
• Translate customer insights, journey analytics, performance metrics, and cross-functional input into actionable recommendations and transformation initiatives.
• Establish journey objectives, KPIs, and success measures to evaluate customer, operational, and business outcomes.
• Partner with Digital, Operations, Product, Risk, Collections, Dealer Experience, Servicing, Marketing, and other stakeholders to translate CX strategy into coordinated execution.
• Facilitate journey reviews, prioritization discussions, and alignment forums to drive shared understanding of goals, dependencies, and execution plans.
• Influence cross-functional leaders to ensure customer journey improvements are aligned across channels, products, brands, and operational teams.
• Use customer behavior data, journey analytics, Voice of Customer insights, and performance metrics to identify trends, risks, and improvement opportunities.
• Develop clear insights and recommendations that help senior leaders understand customer impact, trade-offs, and prioritization decisions.
• Partner with Data & Analytics teams to align KPIs and measure outcomes across customer journey phases.
• Lead, mentor, and develop team members by providing direction, coaching, performance feedback, and support for professional growth.
• Set priorities, manage workload, and ensure team deliverables support CX strategy, journey transformation initiatives, and measurable customer and business outcomes.

Qualifications

• Minimum 8 years of progressive experience in customer experience strategy, journey management, digital experience, customer insights, product strategy, operations strategy, or related field, with demonstrated experience translating customer insights and business priorities into journey roadmaps, transformation initiatives, and measurable outcomes.
• Minimum 3 years supervisory experience.
• Automotive finance, financial services, or regulated consumer services experience preferred.
• Deep understanding of end-to-end customer journeys, lifecycle management, and customer experience strategy.
• Strong knowledge of journey mapping, service blueprinting, journey analytics, Voice of Customer insights, and customer performance measurement.
• Ability to translate customer insights, data, and business priorities into actionable strategies, roadmaps, recommendations, and transformation initiatives.
• Strong strategic thinking, prioritization, and problem-solving skills with the ability to operationalize ideas and drive clarity through ambiguity.
• Demonstrated ability to influence cross-functional stakeholders and align teams around shared customer, operational, and business outcomes.
• Strong written, verbal, and executive presentation skills, including the ability to communicate insights, trade-offs, and recommendations to senior leaders.
• Ability to lead, coach, develop, and manage team members while setting priorities and ensuring delivery of high-quality work.
• Strong relationship-building and collaboration skills across digital, operations, product, servicing, risk, collections, dealer experience, and analytics teams.

Benefits

At HCA, we take care of our people. We offer a competitive rewards package that supports your health, financial future, and overall wellbeing—at work and beyond. Benefits highlights include hybrid flexibility, vehicle perks, comprehensive health coverage, employer-funded HSA contributions, 401(k) with company match and immediate vesting, 100% company-paid life and disability insurance, and wellbeing benefits including fitness and health resources. We also provide leadership programs and career development that support continuous learning, paid volunteer time off, and a company charitable donation in your honor.

Pay

$144,000.00 - $223,200.00

Schedule

Full-time