Descrição
Job Description:
Primary
- 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
Secondary
- 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
Requirements:
- 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