Experience Lead – Connected Get Help
Core
Design and improve end-to-end advisor and customer help experiences for Connected Vehicle issues, focusing on mobile apps, in-vehicle Wi-Fi, and infotainment systems.
Role type
Senior Experience Lead (Customer Experience & Operations)
Builds
Advisor workflows, playbooks, decision trees, and digital self-help features for connected vehicle troubleshooting.
Domain
Automotive / Connected Vehicle / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer experience design, service design, journey mapping, process optimization, cross-functional leadership, data synthesis, stakeholder management, facilitation
Preferred skills
Service design methodologies, AI-powered support tools, experience with OneCRM/Salesforce, experience with Agentic AI, experience with IVA/Chatbots
Technologies
OneCRM, Salesforce, IVA, Chatbots, Agentic AI, CTI/Voice
Responsibilities
Own the end-to-end Get Help experience for the CCT line of business; Design advisor workflows and customer journeys; Define and maintain standard advisor processes and playbooks; Identify opportunities to shift volume to digital self-help; Define and track experience KPIs; Lead cross-functional workshops and mentor partners.
Seniority
Senior, hands-on IC with leadership responsibilities
