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 and sustain a customer-centric community, and coordinate meetings for synchronized execution of customer journey processes.
Analyze NPS and 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 and maintenance
Cross-functional coordination
NPS & Voice of Customer analysis
Design thinking and test & learn approaches
Analyze customer data
Nice-to-have
Luxury product or service experience
Strategic agility
Collaborative work style
Problem-solving methodologies training
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
Advanced or fluent English
Hands-on experience analyzing, interpreting, and curating customer data
Ability to prioritize and manage multiple tasks
Capability to see the big picture and solve CX challenges