Job Description

Work model: Hybrid – this position is based in São Caetano do Sul (Brazil) and requires on‑site presence 3 times a week (Tuesday to Thursday).

Key Responsibilities:

As the Customer Experience (CX) & Customer Journey Coordinator, you will design and optimize the end‑to‑end customer journey for Cadillac brand, ensuring that every step reflects a customer‑centric culture and delivers a memorable, luxury experience to customers.

1. Customer Journey Development & Maintenance

• Create and update customer journeys based on new initiatives and customer feedback, ensuring alignment with brand standards.
• Provide insights into customers’ values, pain points, and expectations for both current and future scenarios.
• Assess automotive benchmarks and best‑in‑class customer experience practices from other industries.
• Identify competitive insights and opportunities for differentiation in the luxury vehicle journey.
• Participate in customer research activities in partnership with market research team.

2. Cross‑Functional Coordination

• Lead customer journey workshops with cross‑functional teams.
• Create and sustain a customer‑centric community within the company and across the dealer network.
• Coordinate cross‑functional meetings between areas/stakeholders to ensure synchronized execution of customer journey processes.
• Connect with different business lines to understand, map, and negotiate actions to improve customer journeys.
• Apply design thinking and “test & learn” approaches (fail fast) to iterate and refine journey prototypes.
• Build and maintain strong relationships with internal and external partners (research agencies, CX consultancies, etc.).

3. NPS & Voice of Customer (VoC)

• Maintain open communication with research suppliers and discuss study methodologies and improvements.
• Analyze data, translate it into actionable insights, present findings to internal stakeholders and manage follow‑up actions.
• Design and implement survey frameworks aligned with project requirements (including NPS and other CX metrics).

Skills & Abilities Required:

• Bachelor’s degree in Business Administration, Economics, Engineering, Marketing, Social Communication, or related fields.
• Solid experience in areas such as business strategy, product development, customer experience, contact center, market research, sales or aftersales, or related areas.
• Experience with Voice of Customer (VoC) analysis.
• Advanced or fluent English.
• Hands‑on experience analyzing, interpreting, and curating customer data.
• Strong ability to prioritize and manage multiple tasks and projects simultaneously without sacrificing quality.
• Capability to see the big picture and solve CX challenges, not only track and report metrics.
• Highly collaborative work style with strong listening and communication skills.
• Strong problem‑solving, analytical thinking, strategic agility, customer focus, drive for results, and business acumen.

What Can Give You a Competitive Edge (Preferred Qualifications):

• Postgraduate studies in business, innovation, product development, market research, data analytics, or related areas.
• Training in problem‑solving methodologies such as Design Thinking, Data Analytics, or CX Journey design.
• Previous experience with luxury products or services (automotive or other industries).
• Previous experience in NPS

Additional Information:

• This role is dedicated to the Cadillac brand

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future. This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. The selected candidate will be required to travel <25% for this role.

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

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