Job Description

The CX Strategy and Integration Manager will lead the development and execution of customer experience strategies that align with business objectives and drive customer-centric outcomes. This role serves as the bridge between CX strategy and business execution, ensuring that customer experience principles are embedded into marketing, operations, and product processes. In addition to defining CX frameworks, the manager will design and implement AI-powered tools and a centralized Customer Experience Hub to enable real-time insights, predictive engagement, and seamless omnichannel experiences.

Key Responsibilities:

CX Strategy & Framework Development

• Design, implement, and evolve CX frameworks, including Universal Customer Journey and Communication Journeys ensuring alignment with GM’s strategic priorities.
• Align CX initiatives with organizational priorities and ensure consistency across all touchpoints.
• Train, scale and measure CX practices across the organization enabling strategic partners to “commit to customers” driving consistency and quality.

Journey Design & Orchestration

• Lead customer journey design, ensuring journeys are actionable, measurable, and integrated into operational roadmaps.
• Design actionable customer journeys that integrate touchpoints for effective marketing communications.
• Partner with data engineering and research teams to build an “Universal Customer Journey” orchestration platform – Experience Hub – that enables insights-to-action and predictive experience management

Customer Segmentation & Personalization

• Develop foundational customer archetypes and other advanced segmentation capabilities rooted in behavioral, experiential, and operational data.
• Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences.

CX Measurement & Insights

• Develop and implement measurement frameworks combining NPS, CSAT, and behavioral signals in partner
• Partner with Loyalty, VOC, and Research teams to implement cutting-edge CX measurements across the Universal Customer Journey, combining CX indicators like NPS, CSAT with behavioral signals to drive actionable insights.
• Provide marketing teams with actionable insights to optimize campaigns and improve ROI.

Cross-Functional Collaboration

• Act as a strategic liaison between CX, Marketing and other functions, ensuring goal alignment and execution.
• Conduct workshops and training to embed CX best practices into marketing processes.

Innovation & Thought Leadership

• Stay ahead of industry trends in AI, personalization, and customer engagement.
• Integrate emerging technologies into CX and marketing strategies.
• Drive innovation by incorporating cross-industry CX trends and emerging technologies

Team Leadership & Development

• Build and lead a high-performing team, fostering a culture of customer obsession, collaboration, and continuous improvement.
• Mentor and develop talent through career planning, stretch assignments, and coaching, ensuring alignment with organizational goals.

Qualifications:

• Education: Bachelor’s degree required - Business, Marketing, or related field preferred.
• Experience: 5+ years in CX strategy, marketing integration, or related roles
• Skills:
  • Expertise in customer journey mapping and marketing automation
  • Strong understanding of AI-driven personalization and predictive analytics
  • Familiarity with CRM, CDP, and CX platforms
  • Excellent communication and stakeholder management
  • Continuous Improvement methodologies (Design Thinking, Lean Six Sigma, etc)
• Competencies: Strategic thinking, collaboration, adaptability, and customer-centric mindset.

Performance Metrics

• Increased marketing campaign engagement and conversion rates
• Improvement in NPS, CSAT, and other CX measures
• Successful implementation and adoption of Experience Hub and AI tools
• Adoption of CX tools and methodologies
• Growth in customer lifetime value (CLV) and retention

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 includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). 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}. This job may be eligible for relocation benefits.

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.

Benefits Overview

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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.

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