Experience Lead – Connected Get Help

Descripción

• Own the end-to-end Get Help experience for the CCT line of business.  

• Design advisor workflows, processes, playbooks, and decision trees that guide consistent, high-quality troubleshooting for complex connected vehicle issues 

• Map and continuously refine customer journeys from problem detection through resolution, including digital start points (app, web, IVR/IVA, in‑vehicle).  

• Partner with Digital Product, OneCRM, CTI/Voice, and Knowledge Management teams to translate journeys into requirements for tools, content, and automation including IVA, text and Agentic AI capabilities.  

• Define and maintain standard advisor processes for connected Get Help, including case types/intents, routing rules, and escalation paths (L1–L2).  

• Create and govern global common playbooks and case handling standards for priority use cases (e.g., “can’t connect to Wi‑Fi,” “app won’t connect to vehicle,” “Bluetooth/CarPlay/Android Auto not working”).  

• Align processes with NCLB (No Customer Left Behind) and experience leader frameworks, ensuring clear ownership, follow-up expectations, and communication standards.  

• Partner with L&D to embed processes into  training, job aids, and continuous coaching.     

• Identify opportunities to shift volume from advisors to digital self-help, including in‑app help, support site content, IVA/Chat flows, and case portal experiences.  

• Define requirements and prioritize features for digital Get Help solutions (decision trees, guided flows, proactive notifications) for mobile, Wi‑Fi, and infotainment issues.  

• Use analytics and VOC to measure digital containment and deflection, and recommend enhancements to improve adoption and resolution rates.  

• Define and track experience KPIs for Connected Get Help (e.g., CSAT, FCR, dwell time, transfers, repeat contacts, digital containment, case closure within 24 hours).  

• Partner with Connected Ops Analytics and VOC to convert data, call listening, and advisor feedback into prioritized experience improvements.  

• Lead periodic experience reviews and retrospectives on key journeys (e.g., mobile app login issues, slow/failed Wi‑Fi, infotainment connectivity), driving cross-functional action plans.  

• Serve as the primary experience owner for Connected Get Help with partners across Product, Software & Services, Digital, Care, OBSC, and regional teams.  

• Facilitate workshops and design sessions to align on problem statements, success metrics, and cross-BU solutions.  

• Represent Connected Get Help in release planning and readiness for OneCRM, CTI/Voice, and digital help changes, ensuring advisor and customer impacts are understood and managed.  

• Coach and mentor experience and operations partners on customer-centric design, storytelling with data, and connected vehicle nuances.  

• Bachelor’s degree in  Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.  

• 5+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment.  

• Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments.  

• Working understanding of connected vehicle ecosystems (mobile apps, Wi‑Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains.  

• Proven ability to synthesize VOC, analytics, and operational data into clear problem statements, priorities, and experience requirements.  

• Strong facilitation and communication skills; able to lead cross-functional workshops and influence stakeholders at multiple levels.  

• Experience working with or alongside product/engineering teams (e.g., CRM, telephony, digital self-help) to deliver customer-facing and advisor-facing capabilities.  

• Experience within  GM, OnStar, CX Connected Operations, or contact center operations (e.g., CCT, CTA, MST, OBSC, Care).  

• Background in service design, journey mapping, or design thinking methodologies.  

• Familiarity with OneCRM/Salesforce, CXOne/CTI, IVA/Chatbots, support portals AI Case management, Agentic AI customer support 

• Experience defining and tracking experience KPIs (CSAT, NPS, FCR, AHT, transfers, digital containment, NCLB metrics).  

• Exposure to AI-powered support tools   (next best action, call summarization, classification, or agent assist).  

• Demonstrated ability to manage ambiguity, prioritize across competing requests, and deliver results against aggressive timelines.  

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

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