Job Description

The role:

The Customer Experience transformation lead is a strategic role that turns customer experience into a managed, measurable, and monetizable system. The role leads the shift from reactive case handling to proactive and predictive customer risk management, governs key customer journeys across the dealer network, and quantifies CX value through a robust ROI model that links experience improvements to revenue, retention, and cost avoidance.

This position acts as the CX orchestrator across Aftersales, Sales, Dealer Operations, IT/Data, and Finance—translating Voice of the Customer (VOC) insights and analytics into operational decisions and business outcomes.

Key Responsibilities:

1) Journey Orchestration & Governance

• Define the target experience for priority journeys (e.g., Service Visit, Vehicle Delivery, Courtesy Mobility, Complaint Resolution) and embed Moments that Matter.

• Drive cross-functional alignment so that process, policy, and technology changes reflect the intended customer experience.

2) Proactive & Predictive Critical Case Management

• Redesign the end-to-end model to anticipate critical cases using internal data (service frequency, repeat repairs, warranty patterns, open campaigns, parts delays, complaint history, digital signals).

• Implement risk scoring and triage rules that prioritize high-impact customers and issues before dealer or customer escalation.

• Industrialize preventive playbooks (alerting, outreach, courtesy mobility decisions, parts prioritization, technical support) with clear SLAs and decision criteria.

3) CX ROI & Value Realization

• Build a CX ROI model that connects experience improvements to revenue (retention, repurchase, accessories/parts), margin protection, and cost-to-serve reduction.

• Quantify case prevention value, detractor recovery impact, and operational efficiencies (e.g., parts logistics optimization, fewer reworks).

• Create business cases to prioritize CX initiatives and support leadership investment decisions.

• Align methodologies and governance with Finance and Strategy to ensure credibility.

Your Skills & Abilities (Required Qualifications)

• Education: Bachelor’s degree in Business Administration, Engineering, or related field (MBA preferred).

• Experience: 5+ years in Customer Experience, Service Operations, or Project Management roles.

• Skills: Strong analytical and problem-solving skills, Experience with data analytics and AI-driven solutions, Project management and cross-functional leadership, Excellent communication and stakeholder management.

• Languages: English and Spanish proficiency.

• Mindset: Customer-centric, innovative, and collaborative.

In case you need any reasonable adjustment to continue with your process, let your recruiter know.

At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We’re turning today’s impossible into tomorrow’s standard —from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features.Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.