Cx Transformation Manager

1 month ago

Dubai, United Arab Emirates General Motors Full time

**Job Description**:
Are you ready to be at the forefront of revolutionizing the customer experience? The **CX Transformation Manager **has a unique opportunity to shape the future of customer interactions by supporting the development and implementation of customer experience strategies across multiple channels. The position provides the capacity to drive the architecture of a seamless customer journey, where every touchpoint is a chance to create moments that matter.

In this dynamic position, your day-to-day will be a thrilling blend of creativity and challenge. You will collaborate with diverse and cross-functional teams, diving deep into customer insights to elevate all aspects of the customer experience. From refining our omnichannel approach to enhancing customer satisfaction, the impact of your work will be felt across the organization and the dealer network.

You will not just be managing projects but leading the transformation of how we connect with our customers to create experiences that match our exciting and innovative products. In this role, you will have the autonomy to innovate, the support to succeed, and the chance to work with a passionate team that values your insights and energy.

**Key responsibilities include**:

- Work with Head of CX to develop, implement and oversee strategies to enhance the overall customer experience
- Proactively identify and address customer pain points and areas for improvement within the customer journey
- Collaborate with various cross-functional teams to plan and drive CX initiatives & improvements
- Foster a culture of continuous improvement and innovation in customer experience strategies, utilizing analytical skills to interpret customer feedback and data
- Manage CX budgets effectively, emphasizing cost control and resource optimization
- Plan and implement cohesive our channel strategies across online, in-store and mobile platforms
- Manage project timelines, budgets and resources to ensuring successful project deliverables
- Collaborate with cross-functional teams to align project objectives
- Conduct project team meetings, monitor status and escalate issues, as needed
- Provide regular project updates to senior leadership, demonstrating technology proficiency and complex project management skills

**Standards**
- Manage the implementation and logistics of the GM CX Standards program
- Ensure Field Team readiness and consistency in program delivery
- Analyze assessment results and review trends for continuous improvement
- Oversee standards-related projects, ensuring high quality execution
- Manage supplier relationships and support dealer standards performance
- Develop metrics and standards performance targets

**Required Knowledge, Skills, Experience and Competencies**

**Knowledge and Experience**:

- Demonstrated ability to manage multiple projects/programs
- Ability to follow up/follow through to resolution
- Comfortable operating and leading in ambiguous situations
- Ability to interpret Customer needs into requirements
- Knowledgeable and comfortable with new technologies and business models
- Demonstrated customer focus

**Education**:

- Business qualifications to a degree level
- Appropriate Project Management certifications

**Skills**:

- Project Management
- Business Process Analysis, Development and Change Management
- Excellent oral and written communication skills
- Strong interpersonal skills
- Excellent attention to detail
- “Can-do” attitude and ability to react quickly in a dynamic environment

**Competencies**:

- Solves problems and analyses issues
- Takes initiative
- Drive For results
- Champions change
- Communicates powerfully and prolifically
- Collaboration and teamwork
- Business Acumen/Professional expertise
- Managerial Courage
- Organisation Agility
- Customer Focus

**About GM**:
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

**Why Join Us**:
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

**Diversity Information**:
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which

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