CX Journey Strategy Manager

Date: Sep 7, 2023

Location: Irvine, California, US, 92606

Company: Kia America, Inc.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.




The CX Journey Strategy Manager will focus on coordinating and communicating online & store CX (Customer Experience) channel strategies between Kia HQ and Kia North America, utilizing strong language and reporting skills in both Korean & English. This person will work with the teams to strategize, develop, and coordinate all purchase CX related activities with the overlying purpose of improving customer sales satisfaction within each of the 3 markets (US, Canada, and Mexico). CX activities will include coordinating and communicating store, online/digital, and omnichannel strategies within each of the markets by utilizing global direction from Kia HQ. This position will also involve extensive automotive industry knowledge with both local and global expertise.

Major Responsibilities

1st Priority - 30%

Customer Sales Satisfaction - Overall
Continuously work to strengthen the overall customer sales satisfaction within the markets.  Utilizing global strategies and understanding local differences, support and encourage the markets to improve the CX journey and then communicate the results back to Kia HQ.

  • Manage, monitor, and analyze both internal and external SSI reporting for opportunities to improve the CX journey.
  • Work with markets to identify process improvements and develop localized strategies to grow customer satisfaction at both online and store level.
  • Share and implement best practices globally and between markets.

2nd Priority - 30%

Customer Sales Satisfaction - Electric Vehicle (EV) CX  
As Kia transitions to electric vehicles, work closely with HQ and Kia NA team to strategize how to elevate the customer sales experience and implement new CX strategies to strengthen the purchase experience for these new vehicles.

  • Research and understand the EV customer and their expectations, and benchmark how other OEM’s or industries are adapting.
  • Strategize and implement both online and in-store approaches to optimizing the EV CX in each of the markets.
  • Coordinate efforts between multiple teams to ensure all facets of the EV buying experience meet Kia’s strong standards.

3rd Priority - 15%

Customer Sales Satisfaction - Store CX
Work closely with Kia HQ to ensure that global Store CX initiatives are communicated clearly and accurately within the Kia NA team and to each of its markets, while prioritizing and championing strategies which will improve customer sales satisfaction.

  • Support the rollout of the new SI (Store Identity) 2.0 Dealer Facility and Branding standards in each of the markets and ensure clear communication and coordination between global requirements and future enhancements.
  • Support the roll out of new Dealer Evaluation programs within each of the markets and coordinate future revisions and yearly assessments.
  • Monitor and support dealer BM (Business Management) requirements for each of the markets, including local and global financial KPI development, profitability, and future needs, especially in terms of EV indicators.

4th Priority - 15%

Customer Sales Satisfaction - Online CX
Prioritize online CX strategies in each of the Kia NA markets to reflect the global strategies and online initiatives while ensuring a strong digital experience for customers.

  • Understand and communicate each of the online CX touchpoints in the CX journey prior to ownership, including social media,, dealer websites, digital retailing, etc.
  • Support/manage the local activities for online CX improvement and continuously monitor the KPI trends and suggest/implement enhancements where and when applicable.
  • Share global online initiatives and regional best practices with local teams.

5th Priority - 10%

BP(Business Plan)/KPI/Market Coordination

  • Support development of CX biz. plans and help set KPI’s with each market.  Ensure KPI’s are met each year.  
  • Coordinate regional or global CX seminars as needed.
  • Coordinate and communicate all CX projects with internal/external stakeholders as appropriate: 
    • Internal: 3 markets, Kia NA, Kia HQ
    • External: partners, vendors 


  • Bachelor’s degree required.

Overall Experience

  • Fluent in Korean (both spoken and written ) Required
  • Minimum 5 years experience in the automotive industry
  • Minimum 10 years experience in project management, strategy, and/or CX.

Directly Related Experience

  • In depth knowledge of the North American automotive business at both the dealer level and the OEM level, particularly in terms of the CX.
  • Working knowledge of CRM, CX journey design/operation, digital retailing tools/platforms, and online resources. 
  • Strong understanding of automotive dealer facilities, business operations, and branding with experience in dealer evaluations and business management.
  • Strong background in automotive franchise laws and knowledge of legal limitations in each market.
  • Experience developing, implementing, and setting KPI’s and creating business plans as well as developing procedures for providing effective and efficient results.
  • Excellent knowledge and recognition of industry benchmarks
  • Demonstrated success in a fast paced, high workload environment.
  • Demonstrated skills in collaboration, strategic thinking, analytics, written and verbal communications, organization, attention to detail, planning and innovation.

Other Requirements:

  • Occasional travel may be required domestically and/or internationally.
  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays.
  • Perform other duties as assigned.


Ability to maintain the utmost confidentiality on all matters.
Collaborative skills to accept and incorporate ideas into strategies.
Excellent communication skills, both written and verbal in Korean & English.
Excellent project management skills with system integration or development
Proven skills in developing consensus with internal and external stakeholders via focused communication in Korean & English.
Strong focus on CX and innovation/creativity to design CX strategies.
Strong innovative thinking, strategic planning & leadership development skills
Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point and Office 365.


CHALLENGE - Solving Complex Problems
COLLABORATION - Building and Supporting Teams
CUSTOMER - Serving Customers
GLOBALITY - Showing Community and Social Responsibility
PEOPLE - Interacting with People at Different Levels

Pay Range

$89,200 - $123,925

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.


Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.


Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

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