Automotive CX Leader — Data-Driven Experience & Operations

General Motors; Warren (MI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

General Motors seeks a Customer Experience leader to drive data-based CX initiatives, aligning with dealers and field teams to improve outcomes. You will oversee a 5-person team, mentoring staff and accelerating process improvements across the customer journey.

The role emphasizes data-driven problem solving, cross-functional collaboration, and the ability to influence priorities to enhance dealer and customer satisfaction throughout service experiences.

Qualifications

• Proven experience in developing data-driven customer experience strategies, including translating analytics into actionable plans for the field and dealers.
• A passion for great customer experience and automotive industry acumen with cross-functional engagement.
• Ability to motivate, inspire and drive innovation and change-management initiatives.

Responsibilities

• Identify emerging trends, align initiatives with business objectives, and influence cross functional priorities.
• Oversee a team of 5 and drive performance through mentoring, coaching and development.
• Utilize data and feedback to develop and innovate new solutions to create a world-class customer experience.
• Utilize problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve outcomes.
• Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
• Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
• Coordinate empowerment and goodwill initiatives and lead training on the available tools.
• Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
• Oversee repurchase execution processes.
• Involvement in legal or compliance-related customer resolutions.

Skills

Data-driven CX strategies

Change management

People leadership

Education

Bachelor’s degree or equivalent experience

Job description

General Motors seeks a Customer Experience leader to drive data-based CX initiatives, aligning with dealers and field teams to improve outcomes. You will oversee a 5-person team, mentoring staff and accelerating process improvements across the customer journey.

The role emphasizes data-driven problem solving, cross-functional collaboration, and the ability to influence priorities to enhance dealer and customer satisfaction throughout service experiences.