Description

Job Title : Customer Journey Strategy Manager

The Customer Journey Strategy Manager is responsible for defining, managing, and continuously improving the end to end customer journey across key moments that matter. This role serves as a steward of journey led thinking- identifying friction points, and orchestrating cross functional actions across marketing, sales, digital, servicing, and operational touchpoints to ensure journeys are intentionally designed, measured, and optimized based on customer behaviors, needs, and decision moments, and are aligned to business outcomes, and continuously evolved to create more seamless, personalized, and impactful customer experiences.

HOW YOU WILL MAKE AN IMPACT

1. Customer Journey Engagements
• Serve as the enterprise steward for assigned end-to-end customer journeys, identifying friction points and "moments that matter" across channels and touchpoints.
• Facilitate cross-functional workshops to align stakeholders on journey vision, target experience, and prioritized opportunity areas.
• Develop and maintain journey maps (current and future state), documenting customer needs, decision moments, pain points, and experience gaps.
• Ensure recommended journey improvements deliver consistent, efficient omni-channel experiences across marketing, sales, digital, servicing, and operations.

2. Solution Design & Implementation
• Partner with business and technical stakeholders to co-design journey improvements, including process, policy, platform/system, digital experience, and communications changes.
• Translate journey insights into clear requirements (problem statements, hypotheses, success measures, and prioritized backlog items) to enable execution.
• Drive initiatives from concept through delivery by coordinating owners, milestones, dependencies, and change impacts to ensure outcomes are realized.

3. Initiative Prioritization & Orchestration
• Collaborate with product, marketing, sales, operations, and technology teams to prioritize initiatives that improve experience and advance business outcomes.
• Collaborate with analytics teams to leverage data for insights and measurement of journey effectiveness.
• Align scope, resourcing, and timelines across teams to enable coordinated execution and reduce customer-impacting gaps between functions.
• Influence decision-making through structured storytelling (journey narratives), trade-off analysis, and customer-impact framing.

4. Customer Feedback & Insight Integration
• Leverage Voice of Customer (VoC), research, operational performance, and digital signals to understand customer behaviors, needs, and expectations.
• Establish and maintain feedback loops to validate pain points, monitor emerging issues, and ensure improvements reflect evolving customer preferences.
• Maintain customer personas and journey artifacts, updating them as new insights, product changes, and market conditions emerge.

5. Performance Management and Reporting
• Define and manage journey KPIs and success metrics; monitor performance against targets and diagnose drivers of journey outcomes.
• Deliver regular reporting and executive-ready insights highlighting journey health, root causes, risks, and prioritized actions..
• Track impact of implemented changes and recommend iterative optimization to continuously improve experience, efficiency, and business results.

Qualifications

WHAT YOU WILL BRING TO THE ROLE
• Minimum 5-7 years' progressive experience in one or more of the following: customer experience (CX), customer journey strategy/management, product management, digital experience, process improvement, business transformation with demonstrated work improving end-to-end customer journeys.
• Automotive or financial services industries preferred.
• Bachelor's degree in Business, Marketing, Computer Science, Engineering, or a related field.
• Lean Six Sigma experience a plus
• Proven ability to foster customer-centric strategies and deliver seamless, connected experiences across all customer touchpoints.
• Demonstrated experience leading or coordinating cross-functional initiatives across multiple functions (e.g., marketing, sales, digital/product, servicing, operations, technology) to deliver customer experience improvements.
• Demonstrated experience using customer feedback and performance data (e.g., VoC, operational metrics, digital analytics) to identify opportunities, prioritize work, and measure results.
• Proven experience developing and delivering stakeholder-ready communications (written and verbal), including presenting findings and recommendations.
• Knowledge of customer experience principles and customer journey mapping (current and future state).
• Ability to identify journey friction and translate insights into actionable requirements, initiatives, or backlog items.
• Ability to interpret and synthesize inputs from VoC, research, operational data, and digital signals into clear insights and recommendations.
• Knowledge of omni-channel experience concepts and how cross-channel handoffs impact customer outcomes.
• Ability to collaborate effectively with cross-functional stakeholders and influence outcomes in a matrixed environment.
• Working knowledge of digital platforms and CRM tools that support customer engagement.
• Strong written and verbal communication skills, including the ability to present complex information to varied audiences.
• Ability to manage work independently, prioritize effectively, and deliver results with attention to detail.
• Exceptional attention to detail and quality.
• Ability to work autonomously and in a team environment.
• Excellent interpersonal skills to successfully collaborate with cross functional departments.
• Strong orientation toward results coupled with reputation for integrity, creativity and good judgment
• Must have the ability to challenge, when appropriate, existing practices.

WE TAKE CARE OF OUR PEOPLE

At HCA, we know our success starts with our people. We offer a comprehensive rewards package designed to support your health, financial wellbeing, and life outside of work - so you can bring your best every day.

In addition to competitive pay, our benefits include:
• Hybrid work schedule offering 4 on-site days and 1 remote day per week
• Vehicle benefits designed around your role, including monthly allowances and purchase and lease discounts
• Flexible health coverage with medical, dental, and vision plans, including no cost and low-cost options
• Annual employer HSA contribution to help offset healthcare expenses
• 401(k) with company match and immediate vesting, so you can start building your future from day one
• 100% company paid life and disability insurance for added peace of mind
• Wellbeing programs at no cost to you, including gym benefits and health resources
• Generous parental leave to support growing families
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

At HCA, our benefits are more than perks - they're part of our commitment to supporting you at work and in life. Learn more about benefits at HCA!

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.