Head of Cx Strategy

**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.

**Key Leadership Requirements**:

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Customer-Obsessed Mindset**: Ability to create a customer-centric mindset and make it a fabric of our DNA. Use customer 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.
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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.
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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.
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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.
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Business Acumen**: Ability to formulate a strong POV and adjust plans strategically in a changing environment. Possess strong CX strategic acumen and business agility.
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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.

**Key Responsibilities**:

- Champion the CX and Mobility Ecosystem vision across the organization, inspiring others to put the customer at the center of everything we do
- Drive CX and cross-disciplinary teams to design experiences using innovative, best-in-class strategies ensuring impact and competitive edge
- Own and lead Europe's Customer Journey Architecture including development of D2C journey map, micro-journey's, customer personas, and key insights to drive innovation and continuously improve the experience
- Own and develop business cases for Europe's CX and Connectivity initiatives
- Build and implement a Voice of Customer (VoC) program for Europe to align with industry CX leaders
- Leverage metrics, feedback, research, competitive insights and other data to understand the customer experience, identify pain points and opportunities for improvement
- Manage CX program initiatives, inclusive of implementation, measurement, and ongoing enhancements
- Proactively resolve issues that may impact the CX team's ability to meet strategic goals
- Works with D2C CX Head of Product and Design Group Manager to develop CX Objectives and Key Results (OKRs)
- Ensure all leaders have a clear understanding of the company's vision and goals for customer experience, and of their organization's respective contribution. This includes setting the customer experience goals assigned to top management executives

LI-LV1

**Additional Job Description**

**Required Qualifications**:

- Bachelor's degree in Business, Marketing, Management Information Systems or related field
- Strong experience and knowledge of digital, mobility, and/or retail customer experience(s) across Europe
- 10+ years of experience with customer experience and journey mapping processes and tools
- Experience with voice of customer (VOC) and experience metrics
- Customer Experience