Specialist, Customer Journey Program Manager

Charlotte · Charlottemid

OperationsProject & Program Management

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Quick Summary

Key Responsibilities

Work cross-functionally to map customer experiences, flag emotional states and pain points, identify critical interdependencies and systems, and define key metrics across all journey stages.

Technical Tools

OperationsProject & Program Management

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

Responsibilities

~1 min read

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

→Work cross-functionally to map customer experiences, flag emotional states and pain points, identify critical interdependencies and systems, and define key metrics across all journey stages.
→Coordinate and facilitate workshops in support of customer journey governance and operating mechanisms.
→Test and validate Scout’s approach to the customer journey. Align stakeholders and implement changes as needed.
→Develop business cases as needed in support of various customer journey efforts.
→Maintain and manage Scout’s end-to-end, cross-functional customer journey maps and materials. Standardize customer facing nomenclature.
→Collaborate with the Customer Journey Manager and Commercial Operations leaders in developing, refining, and deploying the core end-to-end Scout Customer Journey.
→Work with the Customer Journey Manager and Commercial Operations leaders in designing and mapping alternative/specialized customer journeys (e.g., the Scout VIP experience)
→Support the development of communication assets – slides, one-pagers, and visual summaries highlighting the customer journey
→Travel to various Scout events and locations to better understand what our customers expect in terms of in-store, digital, and vehicle experiences.

Requirements

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To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older.
Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
Residing in New York City: This role is not eligible for remote work in New York City.

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law. Scout Motors is committed to compliance with all applicable fair employment practice laws. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact ScoutAccommodations@scoutmotors.com.