Manager, Customer Journey

Scout Motors   

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

Scout is all about respect.  Respect for the environment by developing all-electric vehicles with the capability to get you to any location.  Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation.  Respect for communities by creating a company that stands for its people and its customers.  And respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. 

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. 

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

What you’ll do

Become part of an iconic brand that is set to revolutionize the all-electric pick-up truck & rugged SUV marketplace by achieving the following:

• Develop a comprehensive, end-to-end view of customer journey(s), across all channels and all stages of the journey, from early product discovery through vehicle ownership and disposition
• Gather inputs to the customer journey from different stakeholders across the organization (e.g., Digital Products, Aftersales, Commercial Operations), as well as external providers and vendors
• Identify and map out the interdependencies between departments, teams, processes, and systems that impact the customer journey
• Define and document the technology and processes required to enable the target customer journey
• Develop a framework to prioritize initiatives and projects based on their impact on the customer journey
• Develop and maintain a business case repository for each initiative
• Document the technology stack, systems architecture, and integration points that support the backend of the customer journey, including CRM systems, data warehouses, APIs, and workflow automation tools
• Create comprehensive process documentation outlining the steps involved in delivering key customer touchpoints, such as order fulfillment, vehicle servicing, and post-purchase support
• Regularly review and update documentation to reflect changes in technology, processes, or business requirements, and ensure that all stakeholders have access to the latest information to support informed decision-making and collaboration
• Drive the deployment of customer journey findings and recommendations to all relevant stakeholders, both internal and external, ensuring widespread adoption and alignment with the established vision
• Establish metrics, KPIs, and monitoring mechanisms to track the effectiveness of customer journey initiatives, and proactively identify areas for improvement or adjustment
• Implement measures to reinforce standards established through customer journey efforts, including ongoing training, communication, and accountability measures to ensure sustained compliance and alignment with organizational goals

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events occasionally. This role may be based out of a Scout Motors office or Remote in the United States. This role is not eligible for remote work in New York City. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

What you’ll bring 

We expect all Scouts to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring: 

• Bachelor’s degree in business, finance, economics, engineering, or related field
• 7+ years of experience in retail and/or automotive industry or related sectors. EV experience is a plus.
• 4+ years of experience in customer-centric environment and specifically in a strategic customer experience role
• Demonstrated track record of thriving in dynamic and rapidly changing environments, with the ability to adapt