Lead, GM Energy CX Transformation – Care Operations

Job Description

The GM Energy Customer Experience (CX) Transformation team serves as the center of expertise and champion of the end‑to‑end GM Energy customer journey. We connect voice of the customer, operational performance, and experience design to deliver consistent, frictionless experience across products, channels, and partners.

The Lead, GM Energy CX Transformation – Care Operations is responsible for transforming and continuously improving GM Energy Care operations in service of the broader CX vision. This role blends customer‑experience strategy, journey design, and data‑driven continuous improvement with deep understanding of Care operations, ensuring that processes, tools, and partners enable effortless support across the GM Energy customer journey.

This role reports to the Manager, Customer Experience Transformation – GM Energy and collaborates closely with Customer Success Operations, Care leadership, Product, Field Operations, Marketing, and Analytics.

What You’ll Do

CX Transformation & Journey Design

• Serve as a CX transformation lead for Care, translating the GM Energy CX strategy into specific experience outcomes, stories, and requirements for Care operations.
• Map and maintain end‑to‑end Care‑related journeys (e.g., activation, installation, issue resolution, warranty, billing) to identify pain points, breakpoints, and moments that matter.
• Use VOC, CSAT/NPS, survey results, complaints, and qualitative feedback to prioritize and design experience improvements across channels and touchpoints.
• Lead or co‑lead CX design sessions and workshops with cross‑functional partners (Care, CX, CS Ops, Product, Legal, Digital, Marketing) to define future‑state experiences and supporting policies.
• Contribute to and support the multi‑year GM Energy CX roadmap, leading Care‑specific workstreams from discovery through pilot and scale in partnership with senior leaders.

Care Operations Strategy & Continuous Improvement

• Provide input and recommendations on strategic direction for GM Energy Care operations across residential and public charging support channels, ensuring alignment with CX principles and customer‑back outcomes.
• Partner with Care leadership and CS Operations to define and evolve the Care operating model, including roles, workflows, handoffs, and escalation paths.
• Stand up a continuous improvement pipeline for Care: intake, assess, prioritize, and deliver enhancements to policies, processes, and experiences that reduce effort, improve CSAT, and manage cost to serve.
• Anticipate operational risks and opportunities; recommend mitigations and trade‑offs grounded in customer impact, data, and scalability, working independently with limited guidance.

VOC, Measurement & Analytics

• Partner with CX Transformation and Analytics to define and refine the measurement framework for Care experiences, including CSAT, NPS, customer effort, contact‑level metrics, and journey‑level KPIs.
• Translate insights from surveys, call listening, telemetry, and quality reviews into clear problem statements and prioritized actions for Care and cross‑functional teams.
• Co‑own and influence dashboard requirements and reporting for Care‑related metrics, ensuring they are simple, actionable, and aligned to GM Energy scorecards.
• Build business cases and storytelling that link customer outcomes to operational performance and financial impact.

CRM, Tooling & AI‑Enabled Experiences

• Serve as the primary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2, including case design, workflows, routing, automations, and integrations with Telephony and knowledge tools—grounded in intended customer and advisor experience.
• Lead the OneCRM/CRM2 roadmap for GM Energy Care, maintaining and communicating a clear backlog (epics, user stories, configuration changes) aligned to CX and operational priorities, and representing GM Energy needs in