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Experience Lead – Connected Get Help

  • Emplacement
    • Warren, Michigan
  • Type d'emploi Full time
  • Posté
  • Job Requisition JR-202614851

Description

The Role  

The  Experience Lead – Connected Get Help - CCT  is responsible for designing and continuously improving the end-to-end advisor and customer help experience for Connected Vehicle issues, with a focus on mobile apps, in-vehicle Wi‑Fi, and infotainment (Bluetooth, Apple CarPlay/Android Auto, in‑vehicle apps). The role also covers other OnStar Connected Service troubleshooting processes such as Onboarding, Provisioning, Sales and Account Access and Linking.  

This role translates customer pain points, operational insights, and business goals into clear advisor processes, customer journeys, and requirements that simplify troubleshooting, reduce time to resolution, and increase digital self-help for Connected Get Help across retail customers. This includes the ideation and design of the future Agentic AI experience for all CCT case types through feature creation and cross functional collaboration.  

What You'll Do:   

Customer & Advisor Experience Design   

  • 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.  

Process, Policy, and Playbook Ownership   

  • 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.     

Digital Help & Self-Service   

  • 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.  

Performance Management & Insights   

  • 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.  

Cross-Functional Leadership   

  • 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.  

Your Skills & Abilities (Required Qualifications)    

  • 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.  

What Will Give You a Competitive Edge (Preferred Qualifications)    

  • 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.)

Ce poste est hybride. Cela signifie que le candidat retenu doit se rendre sur un site donné au moins trois fois par semaine {ou à une autre fréquence imposée par son supérieur hiérarchique}.

Ce poste ne donne pas droit à des indemnités de déménagement. Les éventuels frais de déménagement seront à la charge du candidat retenu. 

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse [email protected] ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.