Job Description
The Role
The Experience Lead – Connected Get Help - CCT is responsible for designing and continuously improving the end-to-end advisor and customer help experience for Connected Vehicle issues, with a focus on mobile apps, in-vehicle Wi‑Fi, and infotainment (Bluetooth, Apple CarPlay/Android Auto, in‑vehicle apps). The role also covers other OnStar Connected Service troubleshooting processes such as Onboarding, Provisioning, Sales and Account Access and Linking.
This role translates customer pain points, operational insights, and business goals into clear advisor processes, customer journeys, and requirements that simplify troubleshooting, reduce time to resolution, and increase digital self-help for Connected Get Help across retail customers. This includes the ideation and design of the future Agentic AI experience for all CCT case types through feature creation and cross functional collaboration.
What You'll Do:
Customer & Advisor Experience Design
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.
Process, Policy, and Playbook Ownership
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.
Digital Help & Self-Service
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.
Performance Management & Insights
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.
Cross-Functional Leadership
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.
Your Skills & Abilities (Required Qualifications)
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.
Demonstrated ability to manage ambiguity, p rioritize across competing requests, and deliver results against aggressive timelines.
What Will Give You a Competitive Edge (Preferred Qualifications)
Experience within GM, OnStar, CX Connected Operations, or contact center operations (e.g., CCT, CTA, MST, OBSC, Care).
Background in service design, journey mapping, or design thinking methodologies.
Familiarity with OneCRM/Salesforce, CXOne/CTI, IVA/Chatbots, and support portals.
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).
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