Customer Experience Management Sr. Specialist

Overview:The**Customer Experience Management (CXM) Senior Specialist** is a critical role in the Program Management of the GMF IO Voice of Customer Program. The VoC Program is a core business strategy of GMF, designed to enable connection to the variety of Retail, Fleet, Consorcio and Dealer customers we serve across IO through gathering, analyzing, and acting upon customer feedback and voice.The CXM Sr Specialist is responsible for the successful execution of the IO VoC program strategy and operations through a highly disciplined approach in close collaboration with various GMF business partners, team members and program vendors. This individual will assume end-to-end accountability for single or multiple concurrent program related projects and overall program execution. The CXM Senior Specialist will lead and manage the program governance and will coordinate the work of project and program leads, create, and maintain interlocking execution plans and schedules of the VoC program, track program interdependencies, maintain and present status of the VoC program, track, and address risks/issues at the VoC program level, among other duties. In addition to Program Management duties the CXM Senior Specialist will provide process leadership and support in structuring projects and executing projects and will lead program-oriented process improvement initiatives.The CXM Sr. Specialist is expected to have background academic formation and exposure to managing programs and systems that include multiples stakeholders and change management methodologies, system management, visual graphic design, visualization techniques and communication to deliver high quality standard materials and maintain the professional image of Customer Experience Management.**Responsibilities**:- Facilitate the execution of the IO VoC Program strategy by establishing, documenting, and ensuring proper execution all VoC Program level governance, routine, and standards:- Organize, execute, and maintain standard VoC Operating Model governance and routines, including coordination, scheduling, and facilitation.- Be proactive and exercise initiative in identifying, tracking, and removing barriers to program success. Approach risk identification and mitigation, accordingly, including establishing contingency plans and initiating corrective action.- Organize, manage, and streamline the IO VoC Program operations overall through rigorous methods.- Enhances department and organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to Program execution.- Work closely with project sponsor, cross-functional teams, vendors, IT and assigned project leads to plan, develop, and manage scope, deliverables, required resources, work plan, budget, and timing for multiple program initiatives:- Strategize, frame, implement, and maintain program initiatives that adhere to organizational objectives.- Use negotiation, influence, and creativity to achieve successful outcomes around scope, schedule, cost/budget, issues/risks, and resources.- Develop and execute overall program assessment protocols for Quality Assurance and Control, ongoing evaluation, and improvement.- Maintain oversight of the IO VoC product and technical platforms, with constant QA/QC routines, maintenance, and new function development.- Vendor management and coordination, in alignment with Program standards and governance.- Maintain regular program status updates with CXM VP, IO Leadership and other key program stakeholders through written communication and routines as well as hosting program meetings- Maintain organizational standards of satisfaction, quality, and performance.- Responsible to coordinate and work with CX team members to understand and leverage routines, initiatives, and action plans to help connect VoC at all levels.Qualifications:- Bachelor’s Degree in Business Administration or related field.- Certifications in Program and/or Project Management are a plus.- English language is a must; Spanish and/or Portuguese preferred.- Survey and qualitative research design a plus.- Dealing with complexity, analyzing information, and implementing organizational vision and strategy.- Exceptional leadership, time management, facilitation, and organizational skills.- Working knowledge of digital marketing.- Outstanding working knowledge of change management principles and performance evaluation processes.- Voice-of-Customer Program proficiency required.- Financial services, automotive-retail knowledge required.- Intermediate to advanced skills with Microsoft Excel and Power Point required.- Intermediate to advanced skills with program/project management platforms preferred.- Ability to effectively communicate and collaborate with internal and external resources to influence and motivate change.- An ability to guide team members and stakeholders through a design thinking approach.- Abili