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CX innovation manager

  • Localização
    • Shanghai, Shanghai
  • Agendar Full time
  • Postou


Job Description:


  • Define current and future Customer Experience (CX) strategies and experiences including but not limited to CX vision, aspiration, customer personas and customer journey mapping
  • Explore and validate value proposition for different customer segments and journey episodes
  • Conduct research, analyze and report of CX excellence and feedback metrics (e.g., NPS, satisfactions, customer voices, etc.)
  • Identify areas of concern in CX and develop CX initiative proposals with functional SMEs
  • Present findings, projections and recommended initiatives to Customer Committee
  • Set up and facilitate periodic CX status reviews with Customer Committee


  • Support and guide Customer Committee decision-making processes
  • Support and development of MOTs (moments of truth) based on validated value proposition with respective GMPI team
  • Support the development of new business opportunities and strategies with GM China Corporate Strategy


  • 5 years+ experience in strategy and marketing with good understanding of customer centric brand experience. Startups or internet company background will be an add value
  • Bachelor's degree required
  • Excellent language skills in both spoken and written English and Chinese( Prefer native English and Chinese speaker or Chinese citizen with international education or working experience)
  • Ability to work in cross-functional, entrepreneurial atmosphere in order to achieve measurable results and improve existing process
  • Excellent strategic thinking, problem solving and strong mindset for innovation

Additional Description