Cx Strategy Manager
Vor 4 Tagen
**Job Description**:
**We are looking for the bold**:
- those willing to respectfully share their ideas and listen to others. **We seek out the innovators**:
- those who challenge the status quo when their vision requires a new way of thinking. **We reach for the collaborators**:
- those who understand that a diverse team is stronger than any one individual. **We seek the self-motivated**:
- those who ask questions, and never stop looking at what’s next. Members of the GM Europe Team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all. Our passion fuels our focus to be the best.
**About the GM Europe Customer Experience & Connectivity Team**
Members of the GM Europe Customer Experience & Connectivity Team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all. Our passion fuels our focus to be the best - a Customer Experience icon inspiring trust, passion, and confidence in our brands. We put employee and customer safety first - always We act as one team, driven to make everything and everyone around us better. We love delighting customers, bringing together the most innovative, digitally centric human experiences customers love. We strive for excellence through empowered teams, business agility, and continuous learning resulting in a most admired place to work.
**About the Position**:
Our GM Europe Customer Experience & Connectivity Team is seeking a Strategy Manager - CX & Mobility Ecosystem to be a critical strategic leader for our D2C customer experience strategy including the development, implementation, and maintenance of: D2C customer journey, key micro-journeys, customer personas, customer pain points, moments that matter, competitive intelligence, and innovation territories across the ecosystem. The CX Strategy Manager is expected to leverage design thinking, service design, customer insights, and other disciplines / frameworks to ensure their work is collaboratively generated, scalable, cohesive, and consistent across the D2C business model for GM Europe. Building and activating enterprise partnerships to create and evolve creative experience strategies to measurably improve the customer experience and efficiently deliver business outcomes will be keys to success for GM Europe.
**Key Leadership Requirements**:
- **Customer-Obsessed Mindset**:Ability to leverage insights and build relevant product roadmaps to drive customer preference and excellence for GM’s ownership experiences. Possess customer-centric approach with ability to leverage customer journey mapping, customer personas, empathy interviews, and competitive analysis to deliver value to our customers.
- **Growth Mindset & Strategic Thought Leadership**: Ability to embrace the ‘art of the possible’ to create organizational change and impact allocation of resources. Possess business and strategic acumen with ability to communicate broader business vision to cross-functional and technical teams.
- **Team Building & Leadership**:Ability to lead and influence at all levels. Possess strong partnership skills with a history of collaborating across organizational boundaries, working with, and influencing others, and creating clarity from confusion.
- **Outcome-Oriented**:Ability to clearly articulate desired outcome(s). Possess ability to assess complex situations quickly, assess risks and be decisive. works collaboratively to create a path to achieve it.
- **Business Acumen**:Ability to formulate a strong POV and adjust plans strategically in a changing environment. Possess strong CX strategic acumen and business agility.
- **Analytical**:Ability to effectively communicate and translate business needs to technical partners. Proactively identifies and resolves problems in a timely manner. Can synthesize complex or diverse information, use intuition and experience to complement data.
**Responsibilities**
- Lead Customer Experience Strategy workshops with GM Europe and Digital Business Team (DBT) colleagues to co-create current state journey maps and lead ideation prioritization for future state solutions
- Create and leverage Customer Experience journey maps to identify opportunities to evolve the GM Europe D2C customer experience
- Develop a service design framework that is repeatable and scalable across GM Europe - regardless of business unit or capability
- Lead workshops to ideate on novel ideas, and co-create the roadmap(s) required for development and scaling of new digital solutions—this will require
- Leverage project and program management skills to execute on CX initiatives
- Collaborate closely with colleagues in the broader CX Strategy organization as well as with CX Experience Design, Design Thinking, Digital Activation and Marketing, and Pfizer Digital Creation Centers to create novel solutions to address customer nee
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