Customer Experience Specialist

Job 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.

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 Job 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

Diversity Information

General Motors is committed to being a workplace that is not only free of 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 understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an indivi d ual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.