Description

WHAT YOU WILL DO

The Sr. Manager, Customer Experience Strategy is a senior leader within HCA's Customer Experience organization, responsible for translating the CX vision into actionable customer journey strategies, roadmaps, and transformation initiatives across the retail, finance, and servicing lifecycle. This role leads insight-driven prioritization, journey optimization, and cross-functional alignment to improve customer satisfaction, operational efficiency, digital adoption, and business outcomes. This role oversees major customer journeys-including Shopping, Onboarding, Mid-Term Servicing, Payments & Collections, End-of-Term, Titles, and Loyalty-ensuring experiences are intuitive, consistent, and aligned across channels, products, and brands. This role partners with Digital, Operations, Product, Risk, Collections, Dealer Experience, and Servicing teams while leading and developing team members to deliver measurable customer and business impact.

HOW YOU WILL MAKE AN IMPACT

1. Customer Journey Optimization & Transformation

• 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.

2. Customer Experience Strategy & Roadmap Development

• 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.

3. Cross Functional Leadership & Alignment

• 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.

4. Customer Data, Insights & Performance Monitoring

• 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.

5. People Leadership & Team Development

• 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

WHAT YOU WILL BRING TO THE ROLE

• 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.
• Bachelor's degree in Business, Marketing, Digital Experience, User Experience, Communications, or related field.
• 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.

WE TAKE CARE OF OUR PEOPLE

At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.

Benefits Highlights

• Hybrid flexibility - 4 days in office, 1 day remote
• Vehicle perks - monthly vehicle allowance plus purchase and lease discounts
• Comprehensive health coverage - medical, dental, and vision plans
• Employer-funded HSA contributions to help reduce healthcare costs
• 401(k) with company match and immediate vesting from day one
• 100% company-paid life and disability insurance
• Wellbeing benefits including fitness and health resources
• Leadership programs and career development that support continuous learning
• Paid Volunteer Time Off and a company charitable donation in your honor

Because great benefits help you thrive-personally and professionally.

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.

OTHER DETAILS