Job Description

About GM

Theres never been a more exciting time to work for General Motors.

To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision wont happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.

Why Work for Us

Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.

Job Description

Role

Members of the Enterprise Customer Experience Team are energized to create Extraordinary Experiences Every Day! Our mission is to become a Top 10 CX leader across all industries by empowering our employees to create the safest, most enjoyable experiences which inspire trust, confidence and passion in our brands. We put safety first always! We love delighting customers, act as one team and set out to make everything and everyone around us better. We strive for excellence through continuous improvement and aspire to be the industry leader in customer and employee experiences.

The ideal candidate for the newly created position of Enterprise CX Analyst Measurement Strategy embodies GMs behaviors and is motivated by the desire to partner with the Enterprise CX Program Management Teams to design and engineer world-class experiences. The position is responsible for helping Enterprise Program Managers translate CX blueprints (e.g. storyboards depicting customer outcomes, actions and emotions) into detailed CX process maps (e.g. step-by-step description of CX blueprints, CX metrics). The Enterprise CX Analyst exhibits strategic thinking by transforming raw CX data into actionable insights to drive business decisions; translate abstract vision into detailed strategy with success measurements. He or she is an entrepreneur, fast learner and always thinks customer first. 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.

Role Responsibilities

* Champion CX excellence and collaborate with other CX leaders and P&L stakeholders to better understand ongoing projects and initiatives
* Inform strategic solutions to solve CX gaps and customer pain points across various functions
* Perform testing, identify success measurement, or lead workshops to collect data and insights to drive innovation
* Ideate, develop, and execute actionable reports and dashboards by considering trends, competitive landscape, alignment with other provider initiatives, and other factors
* Develop CX benchmark and deliver insights on the CX strategy and collaborate with functional leaders to achieve alignment and meet success results
* Develop CX measurement funnels, KPIs for various frameworks in order to deliver world-class experiences to our customers
* Take lead role in implementing strategies and asses across time to drive for results
* Monitor business results, quickly ascertain key learnings and make recommendations based on findings
* Maintain effectiveness in rapidly changing environments with varying technologies, people responsibilities and/or market
* Provide insight and participate in developing the annual CX portfolio and general business planning

Desired Competencies

* Managing Through Systems, Technical Learning, Managing Vision and Purpose
* Managerial Courage, Learning on the Fly, Problem Solving, Priority Setting, Self-Development
* Strategic Agility, Process Management, Managing and Measuring Work

Role Qualifications

* BA / BS in Business, Computer Science, or related field
* 5+ years experience in data analysis, measurement strategy, and/or consulting
* 3+ years experience with big data, reporting, or analysis is preferred
* 3+ years experience in automotive or customer experience is preferred
* Proficiency in Tableau, SAS, Power BI, Excel, knowledge about GM systems is preferred
* Passion for understanding the customer needs and delivering an exceptional customer experience
* Effective leadership style, compatible with the team culture: collaborative, flexible, innovative and results-oriented
* Strong personal skills to support organizational awareness & participation
* Ability to act as a catalyst for innovation and change for 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
* Financial and business acumen in a range of functional areas (e.g., sales, marketing, customer service, finance)
* 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 and outside of the organization
* Experience working with geographically dispersed teams

Additional Job Description

Preferred Role Qualifications

* Masters Degree / M.B.A.
* Demonstrated knowledge of Design Thinking, Agile Development, Customer Journey Mapping, VOC programs, Affinity Diagrams, metrics and data and analytics tools
* Understanding of content lifecycle, A/B testing, web marketing metrics, and personalization

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.