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Overview:
**Responsibilities**:
- Implement, integrate, and maintain GMF IO’s Customer Experience Assets according to Governance standards and ongoing strategy.
- Create and maintain graphical representations of the Customer Journey Maps and Personas delivered through CX area and PMO projects based on the CX Assets Governance.
- Manage empathetic qualitative research with retail and dealer customers to deeply understand customer/user behavior, pain points, and desires.
- Work with interdisciplinary teams that include customers, employees, management, and other stakeholders involved in service design and service provisioning to share understanding of current and potential customers to drive service design based on customer research.
- Maintain the standards, framework, approach, and routines of the Service Design CoE by executing projects for experience improvements, new and renewed products, and services in GMF IO.
- Collaborate with CXM’s VoC Program to integrate the design thinking approach to designing and delivering improvements to the retail and dealer customer experience, as established by the Service Design CoE framework.
- Define customer experience improvement opportunities to IO Stakeholders through a customer-centered view, combining both performance-oriented data and empathetic context to documented customer pains and friction.
- Design Target Operating Models for new products and services based on a thorough understanding of value proposition(s), moments that matter, jobs-to-be-done, key customer-facing touchpoints, internal processes, and systems ensuring a holistic connection of all components driving the customer experience design.
- Provide data and empathy-oriented, compelling recommendations through CX area and PMO projects around experience improvements and new product and service experience design driving consensus and strategic alignment.
- Deliver and maintain an effective set of reporting and project plans around key deliverables and relative actions as determined for the Service Design workstream within CX area and PMO projects.
- Connect with the Customer Experience Management team for new products and services to guarantee explicit roles and responsibility, consistent service concept formulation, understanding, measurement and delivery.
- Drive service design testing, including visual conceptualization to share with stakeholders and customers for feedback for continuous refinements.
- Maintain strict confidentiality of all information
- Periodic travel will be required.
Qualifications:
- Bachelor’s Degree in Business Administration, Marketing, Management Information Systems (MIS), Industrial Design, or related.
- Fluent in both English and Spanish.
- Proven experience and exposure to:
- Human-Centered Design practices (graphic, service, product, interaction, social, ethnography or operational)
- User experience and customer experience initiatives
- Core business processes in service oriented sectors (banking, utilities, etc.)
- Proven experience managing, leading, mentoring and coordinating multifunctional and/or multicultural teams or individuals
- Familiarity with VoC performance measurements and standards
- Experience and demonstrated proficiency facilitating user empathy-based customer research, service prototyping and usability testing
- Experience and demonstrated proficiency to interpret, investigate, and utilize quantitative and qualitative customer and operational data to drive positive change
- Journey mapping, service blueprinting, persona development, and interaction design proficiency with relevant tools
- Comfort designing within a modern product/service design lifecycle
- A mature view of what makes customer-centered product, services and experience design worth doing
- Intermediate to advanced skills with design and collaborative software (Adobe Creative Suit, Figma, Miro)
- Intermediate to advanced skills with Microsoft Excel
- Ability to effectively communicate and collaborate with internal and external members to influence and motivate change
- An ability to guide team members and stakeholders through a design thinking approach
- Ability to work well in a fast-paced environment, manage multiple assignments, and meet tight deadlines
- Cognitive and critical thinking skills and the ability to work independently
- General curiosity for complex problem solving and drive for results
- Great visual, verbal and written communication skills in service of storytelling
- An ability to work both remotely and in a local GM Financial Office
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Disclaimer: Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair peo
