Manager – Customer Experience Strategy & Implementation

General Motors•Warren, MI

1d•Hybrid

About The Position

The CX Strategy and Integration Manager will lead the development and execution of customer experience strategies that align with business objectives and drive customer-centric outcomes. This role serves as the bridge between CX strategy and business execution, ensuring that customer experience principles are embedded into marketing, operations, and product processes. In addition to defining CX frameworks, the manager will design and implement AI-powered tools and a centralized Customer Experience Hub to enable real-time insights, predictive engagement, and seamless omnichannel experiences.

Requirements

Education: Bachelor’s degree required - Business, Marketing, or related field preferred.
Experience: 5+ years in CX strategy, marketing integration, or related roles
Skills: Expertise in customer journey mapping and marketing automation
Strong understanding of AI-driven personalization and predictive analytics
Familiarity with CRM, CDP, and CX platforms
Excellent communication and stakeholder management
Continuous Improvement methodologies (Design Thinking, Lean Six Sigma, etc)
Competencies: Strategic thinking, collaboration, adaptability, and customer-centric mindset.

Responsibilities

CX Strategy & Framework Development Design, implement, and evolve CX frameworks, including Universal Customer Journey and Communication Journeys ensuring alignment with GM’s strategic priorities.
Align CX initiatives with organizational priorities and ensure consistency across all touchpoints.
Train, scale and measure CX practices across the organization enabling strategic partners to “commit to customers” driving consistency and quality.
Journey Design & Orchestration Lead customer journey design, ensuring journeys are actionable, measurable, and integrated into operational roadmaps.
Design actionable customer journeys that integrate touchpoints for effective marketing communications.
Partner with data engineering and research teams to build an “Universal Customer Journey” orchestration platform – Experience Hub – that enables insights-to-action and predictive experience management
Customer Segmentation & Personalization Develop foundational customer archetypes and other advanced segmentation capabilities rooted in behavioral, experiential, and operational data.
Leverage AI-driven tools to enable personalized communication strategies and individualized customer experiences.
CX Measurement & Insights Develop and implement measurement frameworks combining NPS, CSAT, and behavioral signals in partner Partner with Loyalty, VOC, and Research teams to implement cutting-edge CX measurements across the Universal Customer Journey, combining CX indicators like NPS, CSAT with behavioral signals to drive actionable insights.
Provide marketing teams with actionable insights to optimize campaigns and improve ROI.
Cross-Functional Collaboration Act as a strategic liaison between CX, Marketing and other functions, ensuring goal alignment and execution.
Conduct workshops and training to embed CX best practices into marketing processes.
Innovation & Thought Leadership Stay ahead of industry trends in AI, personalization, and customer engagement.
Integrate emerging technologies into CX and marketing strategies.
Drive innovation by incorporating cross-industry CX trends and emerging technologies
Team Leadership & Development Build and lead a high-performing team, fostering a culture of customer obsession, collaboration, and continuous improvement.
Mentor and develop talent through career planning, stretch assignments, and coaching, ensuring alignment with organizational goals.