Affad Shaikh
Senior Manager, Customer Experience Strategy @Hyundai Capital America
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WORK HISTORY
Senior Manager, Customer Experience Strategy @Hyundai Capital America
Irvine, CA, US
Enterprise journey strategy, portfolio governance, and cross-functional execution across financial services products supporting ~3M customers- Lead enterprise customer experience strategy across three of the most complex and loyalty-critical financial services journeys—onboarding / First 90 Days, lease-end retention, and total loss recovery—impacting ~3 million active customers across luxury and mass-market portfolios- Delivered three end-to-end journey maps synthesizing customer and operational data points (CSAT verbatim, interviews, frontline feedback, account reviews), now forming the foundation of HCA’s 2026 cross-functional execution roadmap- Identified and prioritized 50+ experience and policy gaps, directly shaping initiatives across proactive outreach, self-service enablement, digital tooling, and operational redesign- Built Hyundai Capital’s first unified luxury finance CX strategy for Genesis, defining five experience principles and 30+ opportunity areas adopted by Director- and Executive-level leadership- Directed a $1.3M CX initiative portfolio across six enterprise programs, overseeing vendor delivery, scope control, and executive readiness across research, journey mapping, digital enablement, and measurement work- Protected $50K in departmental spend by identifying vendor delivery failures and independently delivering executive-ready insights without timeline or quality impact- Influenced enterprise measurement redesign to incorporate effort- and friction-based metrics beyond top-line CSAT, positioning a multi-channel, AI-informed, insights platform for 2026 launch.
EDUCATION
UC San Diego
BA, International Studies: Political Science
Drucker School of Management
Master of Business Administration - MBA, Entrepreneurship, Marketing, and Strategy
Claremont Graduate University
Master of Science - MS, Computer and Information Sciences, Data Science and Analytics
SKILLS
ABOUT AFFAD SHAIKH
Enterprise strategy and customer experience leader with 15+ years of experience operating across Fortune 500 financial services, mobility, luxury, nonprofit, and public-sector environments. I work at the intersection of strategy, customer insight, and operating model design—helping organizations translate ambiguity into clear decisions, prioritized roadmaps, and durable change.At Hyundai Capital America, I lead enterprise customer journey strategy across loyalty-critical moments—onboarding, retention, and loss recovery—supporting ~3 million customers across mass-market and luxury portfolios. I partner closely with executives, product, operations, digital, and data teams to synthesize large volumes of customer, operational, and behavioral signals into decision-ready frameworks that guide investment, policy, and experience design.My background spans corporate strategy, digital product strategy, and operational leadership. I’ve governed multi-million-dollar initiative portfolios, held vendors accountable for outcomes, protected budget through disciplined analysis, and helped stand up new enterprise capabilities. I’m known for clear executive storytelling, strong judgment under uncertainty, and the ability to align stakeholders without formal authority.I’m most effective when strategy needs to move from ambiguity to execution, customer insight must inform operating decisions, and leaders need clarity amid competing signals. a••••••••@gmail.com
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