Customer Experience (CX) & Customer Journey Specialist– Cadillac

Job Description

Work model: Hybrid this position is based in São Caetano do Sul (Brazil) and requires onsite presence 3 times a week (Tuesday to Thursday).

Key Responsibilities:

As the Customer Experience (CX) & Customer Journey Coordinator you will design and optimize the endtoend customer journey for Cadillac brand ensuring that every step reflects a customercentric culture and delivers a memorable luxury experience to customers.

1. Customer Journey Development & Maintenance

• Create and update customer journeys based on new initiatives and customer feedback ensuring alignment with brand standards.
• Provide insights into customers values pain points and expectations for both current and future scenarios.
• Assess automotive benchmarks and bestinclass customer experience practices from other industries.
• Identify competitive insights and opportunities for differentiation in the luxury vehicle journey.
• Participate in customer research activities in partnership with market research team.

2. CrossFunctional Coordination

• Lead customer journey workshops with crossfunctional teams.
• Create and sustain a customercentric community within the company and across the dealer network.
• Coordinate crossfunctional meetings between areas/stakeholders to ensure synchronized execution of customer journey processes.
• Connect with different business lines to understand map and negotiate actions to improve customer journeys.
• Apply design thinking and test & learn approaches (fail fast) to iterate and refine journey prototypes.
• Build and maintain strong relationships with internal and external partners (research agencies CX consultancies etc.).

3. NPS & Voice of Customer (VoC)

• Maintain open communication with research suppliers and discuss study methodologies and improvements.
• Analyze data translate it into actionable insights present findings to internal stakeholders and manage followup actions.
• Design and implement survey frameworks aligned with project requirements (including NPS and other CX metrics).

Skills & Abilities Required:

• Bachelors degree in Business Administration Economics Engineering Marketing Social Communication or related fields.
• Solid experience in areas such as business strategy product development customer experience contact center market research sales or aftersales or related areas.
• Experience with Voice of Customer (VoC) analysis.
• Advanced or fluent English.
• Handson experience analyzing interpreting and curating customer data.
• Strong ability to prioritize and manage multiple tasks and projects simultaneously without sacrificing quality.
• Capability to see the big picture and solve CX challenges not only track and report metrics.
• Highly collaborative work style with strong listening and communication skills.
• Strong problemsolving analytical thinking strategic agility customer focus drive for results and business acumen.

What Can Give You a Competitive Edge (Preferred Qualifications):

• Postgraduate studies in business innovation product development market research data analytics or related areas.
• Training in problemsolving methodologies such as Design Thinking Data Analytics or CX Journey design.
• Previous experience with luxury products or services (automotive or other industries).
• Previous experience in NPS

Additional Information:

• This role is dedicated to the Cadillac brand

About GM

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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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