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

The ideal candidate for the position of Enterprise CX Premium and EV Content Strategist Mobile App 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 Mobile Lead Program Manager and Lead Content Strategist created a detailed experience strategy to translate CX vision of strategic initiatives (e.g. storyboards depicting customer outcomes, actions and emotions) into detailed experience project briefs and other documentation needed to bring the strategy to life.

The Enterprise CX Premium and EV Content Strategist Mobile App exhibits strategic thinking by transforming customer insights, customer satisfaction and ease of use impact analysis, into detailed experiences that are actionable to drive business decisions; translate abstract vision into detailed strategy with success measurements. She or he 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.

Key 2021 myBrand app detailed examples include: Creating a world-class EV mobile experience in partnership with the EV wheel and BEV Energy PET, including reimagining our unauthenticated experience to support the enterprise EV strategy thats purposeful across the digital CX. Establishing a strong partnership with the Cadillac marketing team to create a premium app experience based on a 3-year roadmap for the Cadillac halo vehicle CELESTIQ.

* Champion CX excellence and collaborate with other CX leaders and P&L stakeholders to drive ongoing projects and initiatives for the myBrand app
* Participate in the 2021 initiative to form a Customer Experience Mobile App board for all proof of concept and new feature requests requested from Innovation, Engineering, Marketing and other areas of the business.
* Play a key role in the IT portfolio creation and management process. Collaborating heavily with business stakeholders, Program Execution teams, and IT teams.
* 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
* Develop CX benchmark and deliver insights on the CX strategy and collaborate with functional leaders to achieve alignment and meet success results
* Track initiatives performance and identify opportunities for improvement
* Analyze, interpret, evaluate, plan and influence decisions relative to programs and policies within strategy
* Keeps abreast of current product developments and trends in areas of expertise
* Provide insight and participate in developing the annual CX portfolio and general business planning
* Ensures in-market mobile EV and mobile experience delivering on business KPIs and customer objectives

Additional Job Description

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 big data, reporting, or analysis
* Fluent in Microsoft Office Suite is required
* 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
* 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
* 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
* Experience in establishing effective partnerships within and outside of the organization
* Experience working with geographically dispersed teams

Preferred Qualifications

* Masters Degree / M.B.A.
* 5+ 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

Level: 7B or 7C

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.