General Motors
Manager – Customer Experience Strategy & Implementation
General Motors, Warren, Michigan, United States, 48091
The
CX Strategy and Integration Manager
will lead the development and execution of customer experience strategies that align with business objectives and drive customer-centric outcomes. This role serves as the bridge between CX strategy and business execution, ensuring that customer experience principles are embedded into marketing, operations, and product processes. In addition to defining CX frameworks, the manager will design and implement AI-powered tools and a centralized Customer Experience Hub to enable real‑time insights, predictive engagement, and seamless omnichannel experiences.
Key Responsibilities CX Strategy & Framework Development
Design, implement, and evolve CX frameworks, including Universal Customer Journey and Communication Journeys ensuring alignment with GM’s strategic priorities.
Align CX initiatives with organizational priorities and ensure consistency across all touchpoints.
Train, scale and measure CX practices across the organization enabling strategic partners to “commit to customers” driving consistency and quality.
Journey Design & Orchestration
Lead customer journey design, ensuring journeys are actionable, measurable, and integrated into operational roadmaps.
Design actionable customer journeys that integrate touchpoints for effective marketing communications.
Partner with data engineering and research teams to build an “Universal Customer Journey” orchestration platform – Experience Hub – that enables insights‑to‑action and predictive experience management
Customer Segmentation & Personalization
Develop foundational customer archetypes and other advanced segmentation capabilities rooted in behavioral, experiential, and operational data.
Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences.
CX Measurement & Insights
Develop and implement measurement frameworks combining NPS, CSAT, and behavioral signals in partner.
Partner with Loyalty, VOC, and Research teams to implement cutting‑edge CX measurements across the Universal Customer Journey, combining CX indicators like NPS, CSAT with behavioral signals to drive actionable insights.
Provide marketing teams with actionable insights to optimize campaigns and improve ROI.
Cross-Functional Collaboration
Act as a strategic liaison between CX, Marketing and other functions, ensuring goal alignment and execution.
Conduct workshops and training to embed CX best practices into marketing processes.
Innovation & Thought Leadership
Stay ahead of industry trends in AI, personalization, and customer engagement.
Integrate emerging technologies into CX and marketing strategies.
Drive innovation by incorporating cross‑industry CX trends and emerging technologies.
Team Leadership & Development
Build and lead a high‑performing team, fostering a culture of customer obsession, collaboration, and continuous improvement.
Mentor and develop talent through career planning, stretch assignments, and coaching, ensuring alignment with organizational goals.
Qualifications
Education: Bachelor’s degree required - Business, Marketing, or related field preferred.
Experience: 5+ years in CX strategy, marketing integration, or related roles.
Skills:
Expertise in customer journey mapping and marketing automation
Strong understanding of AI-driven personalization and predictive analytics
Familiarity with CRM, CDP, and CX platforms
Excellent communication and stakeholder management
Continuous Improvement methodologies (Design Thinking, Lean Six Sigma, etc)
Competencies: Strategic thinking, collaboration, adaptability, and customer‑centric mindset.
Performance Metrics
Increased marketing campaign engagement and conversion rates.
Improvement in NPS, CSAT, and other CX measures.
Successful implementation and adoption of Experience Hub and AI tools.
Adoption of CX tools and methodologies.
Growth in customer lifetime value (CLV) and retention.
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CX Strategy and Integration Manager
will lead the development and execution of customer experience strategies that align with business objectives and drive customer-centric outcomes. This role serves as the bridge between CX strategy and business execution, ensuring that customer experience principles are embedded into marketing, operations, and product processes. In addition to defining CX frameworks, the manager will design and implement AI-powered tools and a centralized Customer Experience Hub to enable real‑time insights, predictive engagement, and seamless omnichannel experiences.
Key Responsibilities CX Strategy & Framework Development
Design, implement, and evolve CX frameworks, including Universal Customer Journey and Communication Journeys ensuring alignment with GM’s strategic priorities.
Align CX initiatives with organizational priorities and ensure consistency across all touchpoints.
Train, scale and measure CX practices across the organization enabling strategic partners to “commit to customers” driving consistency and quality.
Journey Design & Orchestration
Lead customer journey design, ensuring journeys are actionable, measurable, and integrated into operational roadmaps.
Design actionable customer journeys that integrate touchpoints for effective marketing communications.
Partner with data engineering and research teams to build an “Universal Customer Journey” orchestration platform – Experience Hub – that enables insights‑to‑action and predictive experience management
Customer Segmentation & Personalization
Develop foundational customer archetypes and other advanced segmentation capabilities rooted in behavioral, experiential, and operational data.
Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences.
CX Measurement & Insights
Develop and implement measurement frameworks combining NPS, CSAT, and behavioral signals in partner.
Partner with Loyalty, VOC, and Research teams to implement cutting‑edge CX measurements across the Universal Customer Journey, combining CX indicators like NPS, CSAT with behavioral signals to drive actionable insights.
Provide marketing teams with actionable insights to optimize campaigns and improve ROI.
Cross-Functional Collaboration
Act as a strategic liaison between CX, Marketing and other functions, ensuring goal alignment and execution.
Conduct workshops and training to embed CX best practices into marketing processes.
Innovation & Thought Leadership
Stay ahead of industry trends in AI, personalization, and customer engagement.
Integrate emerging technologies into CX and marketing strategies.
Drive innovation by incorporating cross‑industry CX trends and emerging technologies.
Team Leadership & Development
Build and lead a high‑performing team, fostering a culture of customer obsession, collaboration, and continuous improvement.
Mentor and develop talent through career planning, stretch assignments, and coaching, ensuring alignment with organizational goals.
Qualifications
Education: Bachelor’s degree required - Business, Marketing, or related field preferred.
Experience: 5+ years in CX strategy, marketing integration, or related roles.
Skills:
Expertise in customer journey mapping and marketing automation
Strong understanding of AI-driven personalization and predictive analytics
Familiarity with CRM, CDP, and CX platforms
Excellent communication and stakeholder management
Continuous Improvement methodologies (Design Thinking, Lean Six Sigma, etc)
Competencies: Strategic thinking, collaboration, adaptability, and customer‑centric mindset.
Performance Metrics
Increased marketing campaign engagement and conversion rates.
Improvement in NPS, CSAT, and other CX measures.
Successful implementation and adoption of Experience Hub and AI tools.
Adoption of CX tools and methodologies.
Growth in customer lifetime value (CLV) and retention.
#J-18808-Ljbffr