Experience Lead – Connected Get Help

About the role

The Experience Lead – Connected Get Help at CCT is responsible for designing and continuously improving the end-to-end advisor and customer help experience for Connected Vehicle issues, focusing on mobile apps, in-vehicle Wi-Fi, and infotainment (Bluetooth, Apple CarPlay/Android Auto, in-vehicle apps).

Responsibilities

• Own the end-to-end Get Help experience for the CCT line of business.
• Design advisor workflows, processes, playbooks, and decision trees that guide consistent, high-quality troubleshooting for complex connected vehicle issues.
• Map and continuously refine customer journeys from problem detection through resolution, including digital start points (app, web, IVR/IVA, in-vehicle).
• Partner with Digital Product, OneCRM, CTI/Voice, and Knowledge Management teams to translate journeys into requirements for tools, content, and automation including IVA, text and Agentic AI capabilities.
• Define and maintain standard advisor processes for connected Get Help, including case types/intents, routing rules, and escalation paths (L1–L2).
• Create and govern global common playbooks and case handling standards for priority use cases (e.g., “can’t connect to Wi-Fi,” “app won’t connect to vehicle,” “Bluetooth/CarPlay/Android Auto not working”).
• Align processes with NCLB (No Customer Left Behind) and experience leader frameworks, ensuring clear ownership, follow-up expectations, and communication standards.
• Partner with L&D to embed processes into training, job aids, and continuous coaching.
• Identify opportunities to shift volume from advisors to digital self-help, including in-app help, support site content, IVA/Chat flows, and case portal experiences.
• Define requirements and prioritize features for digital Get Help solutions (decision trees, guided flows, proactive notifications) for mobile, Wi-Fi, and infotainment issues.
• Use analytics and VOC to measure digital containment and deflection, and recommend enhancements to improve adoption and resolution rates.
• Define and track experience KPIs for Connected Get Help (e.g., CSAT, FCR, dwell time, transfers, repeat contacts, digital containment, case closure within 24 hours).
• Partner with Connected Ops Analytics and VOC to convert data, call listening, and advisor feedback into prioritized experience improvements.
• Lead periodic experience reviews and retrospectives on key journeys (e.g., mobile app login issues, slow/failed Wi-Fi, infotainment connectivity), driving cross-functional action plans.
• Serve as the primary experience owner for Connected Get Help with partners across Product, Software & Services, Digital, Care, OBSC, and regional teams.
• Facilitate workshops and design sessions to align on problem statements, success metrics, and cross-BU solutions.
• Represent Connected Get Help in release planning and readiness for OneCRM, CTI/Voice, and digital help changes, ensuring advisor and customer impacts are understood and managed.
• Coach and mentor experience and operations partners on customer-centric design, storytelling with data, and connected vehicle nuances.

Requirements

• Bachelor’s degree in Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.
• 5+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment.
• Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments.
• Working understanding of connected vehicle ecosystems (mobile apps, Wi-Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains.
• Proven ability to synthesize VOC, analytics, and operational data into clear problem statements, priorities, and experience requirements.
• Strong facilitation and communication skills; able to lead cross-functional workshops and influence stakeholders at multiple levels.
• Experience working with or alongside product/engineering teams (e.g., CRM, telephony, digital self-help) to deliver customer-facing and advisor-facing capabilities.

Qualifications

• Preferred qualifications include experience within GM, OnStar, CX Connected Operations, or contact center operations (e.g., CCT, CTA, MST, OBSC, Care).
• Familiarity with service design, journey mapping, or design thinking methodologies.
• Familiarity with OneCRM/Salesforce, CXOne/CTI, IVA/Chatbots, support portals AI Case management, Agentic AI customer support.
• Experience defining and tracking experience KPIs (CSAT, NPS, FCR, AHT, transfers, digital containment, NCLB metrics).
• Exposure to AI-powered support tools (next best action, call summarization, classification, or agent assist).
• Demonstrated ability to manage ambiguity, prioritize across competing requests, and deliver results against aggressive timelines.

Skills

• Experience within GM, OnStar, CX Connected Operations, or contact center operations (e.g., CCT, CTA, MST, OBSC, Care).
• Familiarity with service design, journey mapping, or design thinking methodologies.
• Familiarity with OneCRM/Salesforce, CXOne/CTI, IVA/Chatbots, support portals AI Case management, Agentic AI customer support.
• Experience defining and tracking experience KPIs (CSAT, NPS, FCR, AHT, transfers, digital containment, NCLB metrics).
• Exposure to AI-powered support tools (next best action, call summarization, classification, or agent assist).
• Demonstrated ability to manage ambiguity, prioritize across competing requests, and deliver results against aggressive timelines.