What you’ll do
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.
Location & Travel Expectations:
- This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC.
- This role requires 4-5 days per week in the office, with regular in-person meetings and events.
What you’ll bring
We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:
- Bachelor’s degree in Marketing, Business Management / Administration, Strategy, or related field.
- 4+ years of experience at a top-tier consulting firm or advertising agency with projects in retail customer experience (brick and mortar & e-commerce), customer journeys, marketing strategy, performance measurement, and/or loyalty
- Familiarity of the end-to-end automotive customer journey and touchpoints and understanding of an automotive customer’s needs, attitudes, behaviors, and pain points.
- The ability to work and collaborate across multiple functions and stakeholders of all levels (e.g., Retail Operations, Commercial Operations, Aftersales, IT, and Strategy) to drive alignment and consensus on the end-to-end customer journey
- Experience supporting multiple projects at once, prioritizing critical deliverables, identifying key dependencies, and influencing outcomes
- The ability to distill complex topics, problems, and situations into a simple and easy to understand way
- Ability to thrive in an entrepreneurial, high-growth, fast-paced environment with comfort navigating ambiguity and change.
- Willingness to support high-level strategic projects and to roll-up your sleeves as needed – including direct customer interaction when required.
- Automotive experience is a plus, but not required.
- Proficiency in Microsoft Office Suite
What you'll gain
The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting – with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:
- Competitive insurance including:
- Medical, dental, vision and income protection plans
- 401(k) program with:
- An employer match and immediate vesting
- Generous Paid Time Off including:
- 20 days planned PTO, as accrued
- 40 hours of unplanned PTO and 14 company or floating holidays, annually
- Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
- Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
Pay Transparency
This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.
Initial base salary range = $90,000 - $112,500
Internal leveling code: IC9
