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Job Description
Hybrid: This position does not require an employee to be on-site full-time to perform most effectively. The employee’s role enables them to work at a GM facility or off-site as frequently as needed or desired
- This position requires an employee to be onsite 1 to 3 times per week.
The position of Customer Experience Assistant Manager , Customer Account, embodies GM’s behaviors and is motivated by the desire to partner cross-functionally as well as globally, to ensure that we are launching account experiences that align with our principles of a single GM account, simple and easy experience, alignment with the customer journey cycle, and synergy with our brands.
The ideal candidate is a natural leader, fast learner and always thinks customer first as the manage the account product experience.A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must.
The Customer Experience Assistant Manager , Customer is responsible for defining and supporting the building of desirable, feasible, viable, and sustainable products that meet the Customer needs over the Product-Market Lifecycle. They collaborate with a wide range of people to identify and define customer needs, understand the Solution Context, and develop the Program Vision, Roadmap, and Features required to meet these needs. Then, they support the ARTs in delivering value through the Program Kanban and Continuous Delivery Pipeline.
Responsibilities:
- Champion CX excellence and collaborate with other CX leaders and P&L stakeholders to drive ongoing projects and initiatives
- Leverages market research & continuous exploration to continually understand customer & market needs (working with the CX team; Includes competitive benchmarking)
- Develop and maintain a product vision and 3-month roadmap
- Responsible for PI Planning readiness in relation to the program backlog (top 10 features of PI Planning, customer journey maps)
- Ensures delivery of customer experience and business requirements including all use cases and details of “what” and “why” along with success criteria.
- End-to-end ownership of customer facing solutions to ensure we have simple experiences across multiple products.
- Inform strategic solutions to solve CX gaps and customer pain points across various functions
- Work with Analytic teams to identify success measurement and collect data and insights to drive innovation and growth.
- Lead the My Account platform to best-in-class solutions for owners to manage, engage and increase loyalty with our brands, vehicles, products and services all in one place.
Additional
Required Qualifications
- BA / BS in Business, Marketing, Finance or related field
- 3+ years’ experience as a Business or Customer Experience Analyst
- 2+ years’ experience with data analytic , reporting, metric and KPI
- Fluent in Microsoft Office Suite is required
- Effective leadership style, compatible with the team culture: collaborative, flexible, innovative and results-oriented
- Ability to act as a catalyst for innovation and change
- Demonstrated ability to manage multiple projects / programs
- Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff to improve performance
- Strong analytical skills with demonstrated ability to transform data into actionable information
- Must be able to think / act strategically and tactically
- Strong communication skills and ability to tailor communication style, frequency and approach for multiple audiences, including working teams, colleagues and senior executives
- Affinity to facilitate problem solving & collaboration with cross functional teams
- Experience in establishing effective partnerships within and outside of the organization
- Experience working with geographically dispersed teams
Preferred Qualifications
- Master’s Degree / M.B.A.
- 2+ years’ experience with direct Customer Experience Management is preferred
- Demonstrated knowledge of Design Thinking, Agile Development, Customer Journey Mapping, VOC programs, Affinity Diagrams, metrics and data and analytics tools
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
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
- Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
- Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
- Company and matching contributions to 401K savings plan to help you save for retirement;
- Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
- Tuition assistance and student loan refinancing;
- Discount on GM vehicles for you, your family and friends.
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.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
GMis 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 individual’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 [email protected] 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.
