Customer Experience Design Manager

US-TX-Arlington
Requisition ID
2017-29815
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Customer Experience Design Manager will be tasked with leading Customer Experience focused initiatives. These initiatives will require the ability to work across multiple business lines, influence process owners and drive significant change to create a “Best in Class” customer experience. This position will be instrumental in creating journey maps, content design and customer persona’s while working with other leaders and stakeholders geared toward Customer Experience design excellence. The Customer Experience Design Manager will place continued focus on process improvement, innovation, brand loyalty and cultural change projects within their area of responsibility while assessing policies, processes and procedures.  The Customer Experience Design Manager will assist in designing a framework and execution plan to integrate key data elements and controls into best practices.

Responsibilities

JOB DUTIES

  • Work with internal and external customers and teams across business lines to identify Customer Experience servicing gaps and present solutions for implementation
  • Conduct consumer focus groups and online community discussions to ensure GMF consumers are at the forefront of strategies developed
  • Define practices to identify customer needs, motivations, expectations, creating a corporate road map for overall success that is measurable
  • Set the tone for the customer experience delivery and creating a customer-centric servicing environment
  • Generate and develop service solutions based on the identified problems and in-depth insights based on an available tools, data and service design process
  • Connect with the Customer Experience team to guarantee consistent service concept formulation, understanding, measurement and delivery
  • Partner with the Dealer Services team to connect dealer and consumer feedback and experience
  • Conduct journey mapping across business lines in which the output that ties back to GMF Mission/Vision, Brand Promise, Strategic Goals and Objectives,
  • Assist in designing Customer Experience and Brand Loyalty training across the organization
  • Partner with training departments across business lines
  • Promote a culture to win by putting the Customer at the Center of everything we do and embracing teamwork, excellence and integrity

 

REPORTING RELATIONSHIP

Reports to: SVP Customer Experience Management

Direct Reports:  None currently, up to 2 in the future

Qualifications

Knowledge

  • Strong understanding of data controls/quality and how they interact with foundational capabilities
  • Understanding of complex structures, processes and data to build Customer Experience hypotheses

 

Skills

  • A track record of success in implementation of large cross organization transformation efforts with data and process as the foundation.
  • Strong background in strategy and execution of process and data elements (Managed a team with both operational and project responsibilities).
  • Strong management, organizational and evaluative process skills
  • Ability to influence senior leaders.
  • Analyze complex organizational process and data issues to identify areas of opportunity
  • Effective negotiation skills
  • Strong written and verbal communication skills
  • Strong presentation skills

 

Experience

  • Four-year degree in business or a related field preferred
  • Six Sigma Black Belt and/or Green Belt certification required
  • 3+ years’ experience related transformation experience, leading with Six Sigma process/data management
  • Experience with data quality, management and transformation

 

WORK CONDITIONS

Fast-paced call center environment

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