Job Description
Profile:
The customer experience teams create the safest & most enjoyable human connections that foster trust and passion in our brands. We love delighting customers and ensuring our customers receive the best service.
To doing this we should develop insights on customers’ values, needs (met/unmet) & expectations for the current and future states for customer journey management. When doing this, we analyze unstructured data (e.g. call transcripts, survey info, verbatims, etc.), connect and visualize into critical elements to act on will support customer/transaction data to identify patterns and trends to grow the business
With the insights we lead he experience management process for projects or segments in charge, understanding the current Critical Touch Points (moments that matter & pain points), mapping the current customer journey and develop a desired customer experience through the projection of physical and digital interactions and improvement actions.
Principal activities
- Analyze unstructured data (e.g. call transcripts, survey info, verbatims, etc.), connect and visualize into critical elements to act on
- Generate insights on customers’ values, needs (met/unmet) & expectations
- Triangulate data sources – VoC tool, Prism, Customer Journey research
- Lead the VOC experts/specialist
- Identify and recommend critical customer experience opportunities by leveraging the VOC platform and Bain Prism data
- Identify needs from customer and business units and translate into actionable and clear improvement goals
- Lead customer journey mapping workshops for mapping and improvement actions projection
- Following actions to business units to assure the implementation of approved customer interactions improvement
- Effectively communicate and gather support from the business areas impacted
- Coordinate external surveys VoC studies
- Count histories with data to show customer needs and improvement opportunities
Additional Job Description
Formation:
- Bachelor's degree in engineering, economics, business or related
- Training in problem solving methodologies as Design thinking, iHub, RedX, Lean Six sigma, etc. are desirable.
- Data Analytics or automation special training is desirable
Experience:
- Solid experience in data analytics or improvement projects using structured methodologies
- Experience in survey and VoC analysis is desirable
- Using software as Power BI, XMD, Python is desirable
- English advanced. Spanish and Portuguese as 3rd language is desired.
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.
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.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.