Head of CX Strategy & Digital Sales & Service Planning

Job Description

In this role, your primary responsibilities will be defining, managing, and orchestrating omnichannel Customer Experiences for GM Europe. This includes overseeing the enterprise customer journey architecture, managing Voice of Customer (VOC) programs, and conducting customer research to gain insights and drive strategic decision-making.

You will also be responsible for digital sales and service planning, orchestrating the definition of enterprise business requirements, and the foundations of digital transformation to deliver these business needs. You’ll prioritize between initiatives, business units, and countries, scoping future roadmaps to grow the business, defining and executing go-to-market strategies, and acting as a liaison between GM Europe and Global GM Teams, and External Partners.

Customer Experience Strategy

• Lead CX Strategy to create current state journey maps and lead ideation for future state solutions.
• Develop Service Designs for customer and business opportunities that are repeatable and scalable across markets.
• Ideate on novel ideas and co-create the digital roadmaps required for the development and scaling of new experiences.
• Advise the CX Leadership on customer research methodologies, making recommendations based on unique case-by-case scenarios, articulating pros and cons.
• Lead the execution and continuous development of the Voice of Customer Program.
• 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, securing execution to CX standards in line with the experience blueprint.
• Manage backlog and execution of CX Research & Insights to continuously advance the understanding of customers, their needs, and behaviors with a focus on improving customer experience and anticipating needs.
• 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 senior management.

Digital Sales and Service Planning

• Work with GM Europe business teams (Sales, Marketing, PR and Media, Aftersales, Connected Services, etc.) to identify, map and prioritize new business opportunities and feature requirements that require digital services.
• Advocate planning of features rollout with global stakeholders according to identified new business opportunities.
• Partner with Global functions (CX, Digital Product, Digital Sales & Services, PMO), Plans of Record, keeping track of updated and prioritized backlogs that are aligned with GM Europe Business Strategy.
• Foster participation in global projects, actively integrating into global initiatives on new projects and functionalities for Customer Experience, Direct to Consumer Business Model, and Connected Services.
• Monitor and define OKRs and KPIs for the region.
• Coordinate relevant third-party relationships and integration work.

People Leadership

• Shape the strategy for how we gather customer insights and benchmark data, and provide outside-in perspectives of competitive benchmarking and analysis (e.g., CX best practices).
• Responsible for identifying, scoping, and driving quantitative and qualitative customer research and benchmark projects, often handling agency resources, and always in collaboration with business domain experts.
• Proactively resolve issues that may impact the CX team’s ability to meet strategic goals.
• 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.
• Provide strong leadership, coaching, and development to build and maintain a high-performing team. Foster a positive and inclusive work environment, encouraging professional growth and ensuring team members have the tools and support needed to excel in their roles.

Must haves

• Bachelor’s and/or Master’s degree in Business, Marketing, or related field.
• Strong experience and knowledge of digital and/or customer experiences across Europe.
• Prior experience in working with/for D2C automotive retail.
• 10+ years of experience with customer experience and journey mapping processes and tools.
• Experience with voice of customer (VOC) and experience metrics.
• Customer experience strategy and execution experience.
• Demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum.
• Proven track record of leading successful customer exper