CX RESEARCH & EXPERCIENCE MANAGAMENT – SOUTH AMERICA

Descripción de Puesto Profile.
The customer experience teams create the safest & most enjoyable human connections that foster trust and passion in our brands.
We love delighting customers and ensuring our customers receive the best service.
To doing this we should develop insights on customers’ values, needs (met/unmet) & expectations for the current and future states for customer journey management.
When doing this, we analyze unstructured data (e.
.
call transcripts, survey info, verbatims, etc.), connect and visualize into critical elements to act on will support customer/transaction data to identify patterns and trends to grow the business With the insights we lead he experience management process for projects or segments in charge, understanding the current Critical Touch Points (moments that matter & pain points), mapping the current customer journey and develop a desired customer experience through the projection of physical and digital interactions and improvement actions.
Principal activities Analyze unstructured data (e.
.
call transcripts, survey info, verbatims, etc.), connect and visualize into critical elements to act on Generate insights on customers’ values, needs (met/unmet) & expectations Triangulate data sources – VoC tool, Prism, Customer Journey research Lead the VOC experts/specialist Identify and recommend critical customer experience opportunities by leveraging the VOC platform and Bain Prism data Identify needs from customer and business units and translate into actionable and clear improvement goals Lead customer journey mapping workshops for mapping and improvement actions projection Following actions to business units to assure the implementation of approved customer interactions improvement Effectively communicate and gather support from the business areas impacted Coordinate external surveys VoC studies Count histories with data to show customer needs and improvement opportunities Descripción de Puesto Adicional Formation.
Bachelor's degree in engineering, economics, business or related Training in problem solving methodologies as Design thinking, iHub, RedX, Lean Six sigma, etc.
are desirable.
Data Analytics or automation special training is desirable Experience.
Solid experience in data analytics or improvement projects using structured methodologies Experience in survey and VoC analysis is desirable Using software as Power BI, XMD, Python is desirable English advanced.
Spanish and Portuguese as 3rd language is desired.
Acerca de GM Nuestro objetivo es tener un mundo sin colisiones, sin emisiones y sin congestiones, y aceptamos la responsabilidad de liderar el cambio que haga que nuestro mundo sea mejor, más seguro y más equitativo para todos.
¿Por qué unirse a nosotros? Aspiramos a ser la empresa más inclusiva del mundo.
Creemos que todos debemos tomar decisiones cada día (de manera individual y colectiva) para conducir a un cambio significativo por medio de nuestras palabras, nuestras acciones y nuestra cultura.
Nuestra filosofía de \"trabajar adecuadamente\" respalda nuestras bases de inclusión y proporciona a los empleados la flexibilidad de trabajar en donde puedan tener la mayor influencia para lograr nuestros objetivos, dependientes de las necesidades de sus funciones.
Día a día, queremos que todos los empleados, sin importar sus entornos, etnias, preferencias o ubicaciones, sientan que son integrantes del equipo de General Motors.
Información sobre Diversidad General Motors está comprometido a ser un lugar de trabajo que no solo esté libre de discriminación, sino que fomente genuinamente la inclusión y la pertenencia.
Creemos firmemente que la diversidad de la fuerza laboral crea un entorno en el que nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes.
Entendemos y adoptamos la variedad a través de la cual las personas obtienen experiencias, ya sea a través de oportunidades profesionales, personales, educativas o de voluntariado.
Alentamos a los candidatos interesados a revisar las responsabilidades y requisitos clave para aplicar a cualquier puesto que coincida con sus habilidades y capacidades.
We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave.
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