Description
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center- three times per week, at minimum.
This is an exciting time! Newly created roles within Customer Experience & VOC in the Marketing Customer Engagement Team show the commitment and excitement in solidifying the customer in the center of everything we do .
As a member of the Customer Engagement Team, the CX Specialist will be responsible for guiding and co-developing with Business, Marketing and Brand Teams as they navigate customer needs, experiences and challenges in GM's ecosystem of products, features and services.
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Key design elements of this role are:
- Integrate customer, marketing, business and channel insights to identify what is working well and what needs improvement in specific parts of the customer journey
- Leverage customer, business and dealer insights to paint a complete picture of the status of customer needs- met or left unanswered
- Develop key strategic insights and recommendations to support Marketing activation and business objectives
- Demonstrate ideation, rapid prototyping, and evaluation activities to build and test hypotheses in a human centered approach - Design Thinking
- Activate Design Thinking & human centered approach to drive System's Thinking through business outcomes
- Support workshop development (physical/digital) and co-facilitate collaborative sessions with ecosystem partners
Key implementation elements to support include:
Data Forward
- Leverage input from Customer Insights (VOC), Enterprise Data & Insights (EDAI), Global Market Research (GMR), and other primary research to identify areas of opportunity, trends to consider, and customer needs to support stakeholder prioritization
- Use holistic data approach to identify measurement strategy and forecast of future state solution
Application Oriented
- Demonstrate taking ideas from theory or concept to implementation or market
- Demonstrate agile mindset, parallel paths and prioritization to move with speed
Experience Strategy Development
- Understand the current state of the customer experience and journey through synthesizing data and insights
- Demonstrate ability to support stakeholders with approaches that might be uncommon; eg. Lean Start Up, Systems Thinking, Design Thinking, Human-Centered Innovation, Service Design, etc
Foundation
- Define and articulate core requirements focusing on customer & loyalty drivers
- Validate that digital and physical touch points deliver intended experiences
- Identify measurement opportunities to drive goal alignment to support validation
The CX Specialist requires strong business acumen, including the ability to drive improvements cross-functionally, the people skills to foster a customer-centric culture, and the analytical mindset to tie experience improvements to tangible business outcomes.
Required Skills:
- 2+ years of customer-centric strategy
- Comfort with Ambiguity - experience approaching problems and solutions not well defined
- Excellent communication and presentation skills
- Demonstrated ability leveraging disparate data to identify insights and drive business outcomes
- Demonstrated experience activating new ideas and approaches through implementation
- Bachelor's degree required
Preferred Skills
- Combined experience in a Data Analysis, Strategy, and Product Development roles
- Functional experience in domains such as Loyalty or Marketing
- Demonstrated ability activating new ideas and approaches within large organizations and ecosystems
- Demonstrated experience using customer journey mapping, service design or change management to drive business outcomes
- Prior experience working with Demand Spaces or defining Personas/Market Segments
- Soft skills
- Storytelling
- Learning Agility
- Creative Problem Solving
Additional Description
This job may be eligible for relocation benefits.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
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