Customer Experience (cx) & Customer Journey Specialist– Cadillac

General Motors

São Caetano do Sul, Brazil
Hybrid
Customer journey development and maintenance
Cross-functional coordination
Nps and voice of customer analysis
Design and optimize the end-to-end customer journey for the Cadillac brand, ensuring a customer-centric culture and a memorable, luxury experience

Job Summary

  • Design and optimize the end-to-end customer journey for the Cadillac brand, ensuring a customer-centric culture and a memorable, luxury experience.
  • Lead customer journey workshops with cross-functional teams, create a customer-centric community, and coordinate meetings for synchronized execution.
  • Analyze Voice of Customer data, translate it into actionable insights, present findings to stakeholders, and manage follow-up actions.

Matching Summary

Design and optimize the end-to-end customer journey for the Cadillac brand, ensuring a customer-centric culture and a memorable, luxury experience.

Skills & Requirements

Must-have

  • Customer journey development and maintenance
  • Cross-functional coordination
  • NPS and Voice of Customer analysis
  • Design thinking and test & learn approaches
  • Advanced or fluent English

Nice-to-have

  • Luxury product or service experience
  • Problem-solving methodologies training
  • Strategic agility and business acumen

Key Requirements

  • Bachelor’s degree in Business Administration, Economics, Engineering, Marketing, Social Communication, or related fields
  • Solid experience in business strategy, product development, customer experience, contact center, market research, sales or aftersales
  • Experience with Voice of Customer (VoC) analysis
  • Hands-on experience analyzing, interpreting, and curating customer data
  • Strong ability to prioritize and manage multiple tasks
  • Highly collaborative work style with strong listening and communication skills

Work Rights

Not specified

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