Customer Experience Leader (LEVEL 7)

Description
This is hybrid : This position requires to work 3 days on site 2 days at home remote on a full-time basis
Customer experience teams build the safest, most enjoyable human connections that encourage trust, confidence and passion in our brands. We love delighting customers, and ensuring our customers receive the best service. In addition, this organization is responsible for helping to identify customer Journey pain points and main offenders, through the analysis of customer data that let us understand the opportunities to improve our customer experience.
Job Description

• Responsible for the accurate measurement and analysis of NPS results for sales and service.
• Execution of the strategy for the continuous improvement of the NPS survey application. (Reports delivered by the provider, database quality, coordination with the market research area, improvement in customer reach channels and survey frequency, etc.).
• Lead the strategy from CX to improve the customer experience at dealers: coordination with the training area, develop tools for the field team, incentive plans, VCT with dealers, etc.
• Work with the sales and after-sales field teams on improvement action plans for the most critical distributors. Deploy monthly results and coordinate weekly planning meetings.
• Visit critical distributors to evaluate the processes that impact the customer, explain the results in detail, and share best practices from other distributors.
• Reception and analysis of market studies that measure NPS or CSI. Deployment of results to all areas, definition of critical areas, and generation of action plans.

Desired Skills & Experience

• Bachelor's degree required - Marketing, Business Administration, engineering or related areas.
• Postgraduate in business administration/Data analytics/strategy/Customer experience - Desirable.
• +5 years working experience
• Experience working with diverse internal teams.
• Experience working with the dealers network.
• Understanding of customer experience concepts
• Advance English
• Excel and Power BI

Skills

• Ability to negotiate and work effectively across diverse teams
• Excellent collaboration skills
• Ability to synthesize data into insights, make recommendations and drive results
• Strong prioritization, project and time management skills
• Customer Focus
• Analytic skills
• Can handle multi-task under pressure
• Has strong project management skills and communications skills.

Additional Description
In case you need any reasonable adjustment to continue with your process, let your recruiter know.
Remember to attach your CV when applying to this vacancy.
Just so you know...diversity and inclusion are our strengths. We respect and value what each individual contribution to our team, including their origin, education, sex, race, ethnic group, sexual orientation, gender expression and / or identity, religious context, age, generation, and disability. We believe that our ability to meet the needs and expectations of an increasingly diverse and global customer base is closely linked to the diversity and inclusion that we experience within General Motors.
About GM
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Why Join Us
We aspire to be the most inclusive company in the world. 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, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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Diversity Information
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 workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. 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
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
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