Experience Lead – Connected Get Help

Franmarbuscompany

Hybrid
Connected vehicle ecosystems understanding
Customer journey mapping and refinement
Advisor process design and implementation
The Experience Lead – Connected Get Help at Franmarbuscompany is responsible for enhancing the advisor and customer help experience for connected vehicle issues, focusing on mobile apps and infotainment systems. The role involves designing workflows, improving customer journeys, and collaborating with multiple teams to ensure efficient troubleshooting and self-service options

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, operational insights, and business goals into clear advisor processes, customer journeys, and requirements that simplify troubleshooting.
  • Partner with Digital Product, OneCRM, CTI/Voice, and Knowledge Management teams to translate journeys into requirements for tools, content, and automation.

Matching Summary

Match Score: 85

The Experience Lead – Connected Get Help at Franmarbuscompany is responsible for enhancing the advisor and customer help experience for connected vehicle issues, focusing on mobile apps and infotainment systems. The role involves designing workflows, improving customer journeys, and collaborating with multiple teams to ensure efficient troubleshooting and self-service options.

Skills & Requirements

Must-have

  • Connected vehicle ecosystems understanding
  • Customer journey mapping and refinement
  • Advisor process design and implementation
  • Digital self-service identification
  • Cross-functional collaboration and leadership

Nice-to-have

  • Service design and journey mapping
  • AI-powered support tools familiarity
  • Customer-centric design coaching

Key Requirements

  • Bachelor's degree or equivalent experience
  • 5+ years of customer experience or service design
  • Experience designing advisor processes or customer journeys
  • Working understanding of connected vehicle ecosystems
  • Ability to synthesize VOC and analytics data
  • Strong facilitation and communication skills
  • Experience working with product/engineering teams
  • Ability to manage ambiguity and prioritize

Work Rights

Not specified

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