Experience Lead – Connected Get Help

gmoshawa.ca

Hybrid
Connected vehicle ecosystem understanding
Customer journey mapping
Advisor process design
The Experience Lead – Connected Get Help role at GM focuses on enhancing the customer and advisor experience for connected vehicle issues through effective design and process improvement. The position requires collaboration across multiple teams to streamline service operations and improve digital self-help capabilities

Job Summary

  • The Experience Lead is responsible for designing and continuously improving the end-to-end advisor and customer help experience for Connected Vehicle issues.
  • This role translates customer pain points and operational insights into clear advisor processes, customer journeys, and requirements that simplify troubleshooting.
  • The position requires partnering with various teams to translate journeys into requirements for tools, content, and automation including Agentic AI capabilities.

Matching Summary

Match Score: 85

The Experience Lead – Connected Get Help role at GM focuses on enhancing the customer and advisor experience for connected vehicle issues through effective design and process improvement. The position requires collaboration across multiple teams to streamline service operations and improve digital self-help capabilities.

Skills & Requirements

Must-have

  • Connected Vehicle Ecosystem understanding
  • Customer journey mapping
  • Advisor process design
  • Digital self-service identification
  • Experience KPI definition and tracking

Nice-to-have

  • Service design methodologies
  • AI-powered support tools familiarity
  • Cross-functional workshop facilitation

Key Requirements

  • Bachelor’s degree or equivalent experience
  • 5+ years of experience
  • Experience designing advisor processes or customer journeys
  • Working understanding of connected vehicle ecosystems
  • Proven ability to synthesize VOC, analytics, and operational data
  • Strong facilitation and communication skills
  • Experience working with product/engineering teams

Work Rights

Not specified

Tailored Resume

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