Design and optimize the end-to-end customer journey for the Cadillac brand, ensuring a customer-centric culture and delivering 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 delivering a memorable, luxury experience.
Lead customer journey workshops with cross-functional teams, create customer-centric communities, and coordinate meetings to ensure synchronized execution of customer journey processes.
Analyze Voice of Customer data, translate it into actionable insights, present findings to internal 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 delivering a memorable, luxury experience.
Skills & Requirements
Must-have
Customer journey development
Cross-functional coordination
Voice of Customer (VoC) analysis
NPS and CX metrics
Data analysis and interpretation
Nice-to-have
Design thinking approach
Test and learn methodologies
Luxury product experience
Collaborative work style
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