Manager – Customer Experience Strategy & Implementation

Job Description

The CX Strategy and Integration Manager will lead the development and execution of customer experience strategies that align with business objectives and drive customer-centric outcomes. This role serves as the bridge between CX strategy and business execution ensuring that customer experience principles are embedded into marketing operations and product addition to defining CX frameworks the manager will design and implement AI-powered tools and a centralized Customer Experience Hub to enable real-time insights predictive engagement and seamless omnichannel experiences.

Key Responsibilities:

CX Strategy & Framework Development

• Design implement and evolve CX frameworks including Universal Customer Journey and Communication Journeys ensuring alignment with GMs 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.

Journey Design & Orchestration

• Leadcustomer 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

Customer Segmentation & Personalization

• Developfoundational customer archetypesand other advanced segmentation capabilities rooted in behavioral experiential and operational data.
• Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences.

CX Measurement & Insights

• Develop and implement measurement frameworks combining NPS CSAT and behavioral signals in partner
• Partner with Loyalty VOC and Research teams to implementcutting-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.

Cross-Functional Collaboration

• 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.

Innovation & Thought Leadership

• 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

Team Leadership & Development

• Build and lead a high-performing team fostering a culture ofcustomer obsession collaboration and continuous improvement.
• Mentor and develop talent through career planning stretch assignments and coaching ensuring alignment with organizational goals.

Qualifications:

• Education: Bachelors degree required - Business Marketing or related field preferred.
• Experience: 5 years in CX strategy marketing integration or related roles
• Skills:
  • Expertise in customer journey mapping and marketing automation
  • Strong understanding of AI-driven personalization and predictive analytics
  • Familiarity with CRM CDP and CX platforms
  • Excellent communication and stakeholder management
  • Continuous Improvement methodologies (Design Thinking Lean Six Sigma etc)
• Competencies: Strategic thinking collaboration adaptability and customer-centric mindset.

Performance Metrics

• Increased marketing campaign engagement and conversion rates
• Improvement in NPS CSAT and other CX measures
• Successful implementation and adoption of Experience Hub and AI tools
• Adoption of CX tools and methodologies
• Growth in customer lifetime value (CLV) and retention

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 believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Benefits Overview

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Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex race color national origin citizenship status religion age disability pregnancy or maternity status sexual orientation gender identity status as a veteran or protected veteran or any other similarly protected status in accordance with federal state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

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