Customer Experience Manager Jobs

Hybrid - Position does not require an employee to be on-site full-time but the general expectation is that the employee be onsite an average of three (3) days each week.
This position requires an employee to be onsite 1-3 times per week
About the Role:
Are you passionate about user-centered problem-solving and storytelling? Obsessed with understanding and responding to human needs? Committed to creating engaging products and services that solve real problems and deliver unique emotional experiences? Then imagine what you can do working with our like-minded, multi-disciplinary Customer Experience Team.
Our team is growing and looking for passionate strategy gurus that can inspire and lead experience transformations for General Motors. In this role, you will be responsible for working with multidisciplinary teams taking a customer-led design approach to understand the current state experience and customer journey to identify and frame opportunities, run lean experiments to accelerate learnings and define future state and innovative visions of the customer experience.
Experience Strategy Development:

• Conduct competitive and category benchmarking activities
• De-risk ideas through research, test and learn methodologies, and value impact assessments
• Evaluate the proper approach to a strategic challenge, drawing from methodologies in design thinking, change management, process improvement, innovation methods and program/product management to achieve the desired outcomes
• Assess customer behavior experience trends and market trends that are relevant to the challenge to inform the strategy
• Understand the current state of the customer experience and journey through synthesizing data and insights
• Support work teams to achieve a clear problem statement definition, identify areas of opportunity, define big ideas and capabilities needed
• Ensure appropriate customer discovery work is completed early in solution and experience concepting
• Drive development of strategic recommendations for the desired customer experience for new or incremental solutions and experiences for digital channels

Stakeholder Collaboration:

• Consider experiences and customer journeys holistically and engage with impacted product and channel owners
• Work collaboratively with lines of business, channel, brands, design teams and other impacted areas to develop strategic recommendations to influence implementation roadmaps
• Coordinate research needs with internal or external research teams, driving learning objectives and ensuring quality research outcomes; at times moderate and facilitate research and synthesis activities
• Engage with multiple stakeholders at various levels to ensure alignment and buy-in for strategic recommendations
• Design and facilitate design-thinking and innovation workshops to help stakeholders align around common understandings and direction

Design Communication:

• Employ strong storytelling and communications skills to craft narratives to influence strategic direction and change
• Create and advocate for user-centered experiences. Set the tone for how our customers experience our digital products and services

Project Management:

• Gather and evaluate necessary perspectives to drive initiatives forward independently
• Oversee and/or directly lead multiple projects concurrently
• Define and manage project approach, milestones and deliverables
• Identify and mitigate project risks

Leveraging and Socializing Customer Data and Insights:

• Effectively communicate data insights to key stakeholders in a way that affords them the ability to understand the impacts and outcomes to the business and their areas of focus
• Leverage input from enterprise data and analytics teams for data and trends to identify and prioritize greatest areas of opportunity

Key Abilities

• Outstanding Collaboration Skills: You are an effortless collaborator and active listener. You work without ego. You welcome ideas from any source, and are prepared to build on them to make your initiatives successful.
• Creativity: You have the ability to generate numerous potential solutions to a problem. More importantly, you quickly zero in on the right solutions as validated with our customers. In our design environment, you will need the ability to brainstorm, without ego or attachment to any particular idea.
• Empathy: You are curious about how other people work, live, and think. You are customer obsessed and enjoy meeting the users of our products and services to uncover their motivations and needs.
• Comfort with Ambiguity: You are comfortable working in a space where problems and solutions are not well defined. You’re willing to spend time understanding the problem and exploring different solutions. You can cope with change, shift gears comfortably and can decide and act without having the total picture.
• Operational Effectiveness: You don’t just walk the walk and talk the talk, you build relationships and get things done. You’re organized in your work to ensure successful outcomes.
• Change Catalyst and Leadership: You have the ability to bring people from different disciplines together to work towards a common goal. You have superb communication skills and the ability to effectively influence change. You are constantly striving to push beyond the status quo.

Additional
Required Qualifications

• Change agility and comfort operating and flexing in ambiguity
• Strong analytical thinking skills with the proven ability to synthesize and reconcile complex, interdependent and sometimes competing perspectives
• Exceptional communication skills and the ability to articulate design decisions and rationale with clarity and objectivity. Experience presenting to diverse audiences including senior leadership
• Excellent conceptual thinking, analytical and execution skills
• A level of business acumen that will allow you to relate to and navigate perspectives between business teams and design teams
• Bachelor's degree in Design, Business, Marketing, or related studies

Preferred Qualifications

• Experience designing and facilitating Design and innovation workshops
• Understanding of digital experiences, technology and product development lifecycle

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
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:

• Tuition assistance and student loan refinancing;
• 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;
• Discount on GM vehicles for you, your family and friends.
• 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;

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
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 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 at [email protected] 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.