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General Motors · 8 hours ago

Manager – Customer Experience Strategy & Implementation

Warren, Michigan, United States of America

Full-time

Hybrid

Mid, Senior Level

5+ years exp

General Motors is a leading automotive company focused on innovation and customer experience. The CX Strategy and Integration Manager will lead the development and execution of customer experience strategies, ensuring alignment with business objectives and driving customer-centric outcomes through the implementation of AI-powered tools and a centralized Customer Experience Hub.

AutomotiveElectric VehicleInformation ServicesManufacturingTransportation

No H1B

Responsibilities

Design, implement, and evolve CX frameworks, including Universal Customer Journey and Communication Journeys ensuring alignment with GM’s strategic priorities

Align CX initiatives with organizational priorities and ensure consistency across all touchpoints

Train, scale and measure CX practices across the organization enabling strategic partners to “commit to customers” driving consistency and quality

Lead customer journey design, ensuring journeys are actionable, measurable, and integrated into operational roadmaps

Design actionable customer journeys that integrate touchpoints for effective marketing communications

Partner with data engineering and research teams to build an “Universal Customer Journey” orchestration platform – Experience Hub – that enables insights-to-action and predictive experience management

Develop foundational customer archetypes and other advanced segmentation capabilities rooted in behavioral, experiential, and operational data

Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences

Develop and implement measurement frameworks combining NPS, CSAT, and behavioral signals in partner

Partner with Loyalty, VOC, and Research teams to implement cutting-edge CX measurements across the Universal Customer Journey, combining CX indicators like NPS, CSAT with behavioral signals to drive actionable insights

Provide marketing teams with actionable insights to optimize campaigns and improve ROI

Act as a strategic liaison between CX, Marketing and other functions, ensuring goal alignment and execution

Conduct workshops and training to embed CX best practices into marketing processes

Stay ahead of industry trends in AI, personalization, and customer engagement

Integrate emerging technologies into CX and marketing strategies

Drive innovation by incorporating cross-industry CX trends and emerging technologies

Build and lead a high-performing team, fostering a culture of customer obsession, collaboration, and continuous improvement

Mentor and develop talent through career planning, stretch assignments, and coaching, ensuring alignment with organizational goals

Qualification

Customer journey mappingAI-driven personalizationPredictive analyticsCRM platformsMarketing automationStakeholder managementContinuous ImprovementCustomer-centric mindsetCommunicationStrategic thinkingCollaborationAdaptability