Experience Lead – Connected Get Help

Warren, OH - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description

The Role

TheExperience Lead Connected Get Help - CCTis responsible fordesigning and continuously improving the end-to-endadvisor and customer help experiencefor Connected Vehicle issues with a focus onmobile apps in-vehicle WiFi and infotainment (Bluetooth Apple CarPlay/Android Auto invehicle apps). The role also covers other OnStar Connected Service troubleshooting processes such as Onboarding Provisioning Sales and Account Access and Linking.

This role translates customer pain points operational insights and business goals intoclear advisor processes customer journeys and requirementsthat simplify troubleshooting reduce time to resolution and increase digital self-help for Connected Get Help across retail customers.Thisincludesthe ideationand design of the futureAgentic AI experiencefor all CCT case typesthrough feature creation and cross functional collaboration.

What Youll Do:

Customer & Advisor Experience Design

Own theend-to-end Get Help experiencefor the CCT line of business.
Designadvisorworkflows processes playbooks and decision treesthat guide consistent high-quality troubleshooting for complex connected vehicle issues
Map and continuously refinecustomer journeysfrom problem detection through resolution including digital start points (app web IVR/IVA invehicle).
Partner with Digital ProductOneCRM CTI/Voice and Knowledge Management teams totranslate journeys into requirementsfor tools content and automationincluding IVAtextand Agentic AI capabilities.

Process Policy and Playbook Ownership

Define andmaintainstandard advisor processesfor connected Get Help including case types/intents routing rules and escalation paths (L1L2).
Create and governglobal common playbooksand case handling standards for priority use cases (e.g. cant connect to WiFi appwontconnect to vehicle Bluetooth/CarPlay/Android Auto not working).
Align processes withNCLB (No Customer Left Behind)andexperience leader frameworks ensuring clear ownership follow-up expectations and communication standards.
Partner with L&D to embed processes intotraining jobaids and continuous coaching.

Digital Help & Self-Service

Identifyopportunities toshift volume from advisors to digital self-help including inapp help support site content IVA/Chat flows and case portal experiences.
Define requirements and prioritize features fordigital Get Help solutions(decision trees guided flows proactive notifications) for mobile WiFi and infotainment issues.
Use analytics and VOC tomeasure digital containment anddeflection andrecommend enhancements to improve adoption and resolution rates.

Performance Management & Insights

Define and trackexperience KPIsfor Connected Get Help (e.g. CSAT FCR dwell time transfers repeat contacts digital containment case closure within 24 hours).
Partner with Connected Ops Analytics and VOC to convertdata call listening and advisor feedbackinto prioritized experience improvements.
Lead periodicexperience reviews and retrospectiveson key journeys (e.g. mobile app login issues slow/failed WiFi infotainment connectivity) driving cross-functional action plans.

Cross-Functional Leadership

Serve as theprimary experience ownerfor Connected Get Help with partners across Product Software & Services Digital Care OBSC and regional teams.
Facilitateworkshops and design sessionstoalign onproblem statements success metrics and cross-BU solutions.
Represent Connected Get Help inrelease planning and readinessforOneCRM CTI/Voice and digital help changes ensuring advisor and customer impacts are understood and managed.
Coach and mentorexperience and operations partnersoncustomer-centric design storytelling with data and connected vehicle nuances.

Your Skills & Abilities (Required Qualifications)

Bachelors degree inBusiness Engineering Human-Centered Design Information Systems or related field or equivalent experience.
5 yearsof experience incustomer experience service design operations or product managementin a complex multi-channel environment.
Demonstrated experiencedesigning and implementing advisor processes or customer journeys ideally in contact center or digital support environments.
Working understanding ofconnected vehicle ecosystems(mobile apps WiFi hotspots OTA/telematics infotainment systems) or similar connected product domains.
Proven ability tosynthesize VOC analytics and operational datainto clear problem statements priorities and experience requirements.
Strongfacilitation and communication skills; able to lead cross-functional workshops and influence stakeholders at multiple levels.
Experience working with or alongsideproduct/engineering teams(e.g. CRMtelephony digital self-help) to deliver customer-facing and advisor-facing capabilities.
Demonstrated ability tomanage ambiguity prioritize across competing requests and deliver results against aggressive timelines.

What Will Give You a Competitive Edge (Preferred Qualifications)

Experience withinGM OnStar CX Connected Operations or contact center operations(e.g. CCT CTA MST OBSC Care).
Background inservice design journey mapping or design thinkingmethodologies.
Familiarity withOneCRM/SalesforceCXOne/CTI IVA/Chatbots and support portals.
Experience defining and trackingexperienceKPIs(CSAT NPS FCR AHT transfers digital containment NCLB metrics).
Exposure toAI-powered support tools(next best action call summarization classification or agentassist).

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship entry of GM as the immigration employer of record on a government form and any work authorization requiring a written submission or other immigration support from the company (e.g. H1-B OPT STEM OPT CPT TN J-1 etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week or other frequency dictated by their manager. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

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Why Join Us

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Benefits Overview

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Job DescriptionThe RoleTheExperience Lead Connected Get Help - CCTis responsible fordesigning and continuously improving the end-to-endadvisor and customer help experiencefor Connected Vehicle issues with a focus onmobile apps in-vehicle WiFi and infotainment (Bluetooth Apple CarPlay/Android Auto i...