Nikki Johnesee

• Empower staff of Sr Product Managers through knowledge sharing, education and guidance with encouragement & leading with their strengths
• Improved user experience by collaborating closely with design and development teams on UI/UX enhancements.
• Managed product roadmaps, aligning with company goals and ensuring timely delivery of key features.
• Worked collaboratively with developers, senior-level stakeholders and partners to build product vision and provide solutions
• Mentored many junior and aspiring product managers in effective product management & CX techniques, knowledge sharing and best practices.
• Established strong relationships with key stakeholders, fostering collaboration across departments for seamless product development.
• Enhanced customer satisfaction rates through proactive communication of feature updates, bug fixes, and other relevant information related to the products managed.
• Translate information technical in nature to partners and staff to align product strategy and solutions with simplicity.
• Leveraged Agile methodologies for efficient project management and rapid iteration cycles in response to changing market demands.
• Analyzed and reported on KPIs to validate and demonstrate success.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Established team priorities, maintained schedules and monitored performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Mentored junior team members for career advancement

• Interim role, supporting existing team and staff of Web Channel during organizational transitions
• Mentored junior team members in best practices
• Fostering a culture of continuous improvement.
• Coordinated project planning for product execution with team members and staff
• Communicated effectively with team members to deliver updates on project milestones and deadlines.
• Developed and led organizational planning for Web CX product team sunset during larger structure reorganizations

• Leading and executing web channel product roadmaps across GM Brands, OnStar connected services, authenticated and unauthenticated user experiences
• Leading teams and products through agile product management planning, redesigning and bringing new experiences to market
• - Defining the customer experience, product and technical requirements or solutions for implementation across channels, products and experiences
• Increased product adoption by identifying customer needs and developing innovative product features.
• Manage and develop my teams members & staff product management skills
• Recall & Warranty Product Redesign- bring transparency to recalls & applicable warranties for ease of customer self-service across North America
• Supporting and lead integration for eCommerce shop and management of plans
• Enhancing and maximizing web experiences with new foundations and driving performance
• Drive the development & execution of product vision and strategy to take the web digital customer experience to the next level
• Consolidation and unification of web sites to streamline experience and use, minimize duplication or complication
• Establish guidelines and principals, partnering with UX, to set standards and alignment across web experiences to drive consistency and familiarity for the customer, with ease to use
• Strategize, planning and definition of product and solution roadmaps
• Collaborate with many teams cross functionally, including- product, development, design, operations to continually enhance and execute better products & experiences
• Coordination, lead and tracking of product features through implementation to execution and go to market

• Initiated new product team focused to CX of Enterprise Consent, Privacy & Preferences (ECPP)
• Built a vision & strategy to create a gold source experience that would enable customer management of their consents & preferences with ease, with a single platform to record customer decisions
• Strategically defining the customer solution, enabling customer, to increase customer transparency and trust in GM and personal data
• Leading a team utilizing SAFe Agile methodology to build a strategic product plan and vision for a best in class customer experience
• Leading weekly design UX and business planning, building a simple customer self service, with an intuitive UI, supporting design teams with discovery, benchmarking and competitive intelligence insights
• Initiating and supporting user testing of UI-UX design and content ensuring best in class CX design and suiting customer expectations
• Developed product documentation to communicate upcoming features and products to internal teams.
• Partner with cross functional product and data architecture teams building a centralized platform for consent, privacy and preferences content and customer selections
• Driving to improve customer records and creating one view of all customer consents and preferences for business and customer
• Implement a consent content management application to enable business owners an automated process and workflow, reduce inconsistencies across business management process
• Leading cross functional teams to develop and launch a customer centric innovative BETA providing smart suggestions to promote services
• Support and lead UX design vision, customer experience strategy
• Initiating and launching customer feedback testing and studies, leverage for product enhancements
• Building team culture by providing product knowledge, lead virtual team social sessions, promoting team communication and networking

Lead cross-functional teams through design, solution, and business requirements that result in key customer experiences

Improved onboarding customer experiences through redesign of OnStar dealer system, innovate with new architecture and bringing forward new products to market- resulting in:

• Reduced dealer system entry time by 2 minutes
• Enhanced system performance indirectly resulting in call center case management savings/volume reduction
• Partnered with teams to investigate, solution and implement continuous improvements
• Improved customer onboarding communication delivery of Email & SMS from 65% to 94%
• Launched a new Family Sharing experience providing customers with the ability to share a vehicle with their friends and family while giving them with their own unique sign-in to the mobile app to utilize OnStar services and remote commands
• Resulting in a more secure vehicle sharing for management of who has access to the vehicle services
• 42% (12k) Family Members invited utilizing shared connected and remote services, equating to 11k vehicles shared
• Currently partnering with technical teams, leading business development bringing a new customer feature to market- the Account Linking feature will enable customers who have many accounts to be linked with one single sign-in, simplifying their digital access to use and manage their OnStar vehicle services, rewards, profile and OnStar Guardian services
• Ongoing efforts to provide product knowledge, educate, organize and lead teams for enhancements or new features going to market as it relates to marketing materials, campaigns, training, call center readiness and dealer go to market material
• Strategically defining and planning with cross-functional teams to design the roadmap for future enhancements, continuous improvements and features driving the customer onboarding to deliver world class experiences

• Performance & process leader for the Tier1 advisor department in General Motors Vehicle Call Center Support
• Review, manage and create call center advisor processes, training and knowledge support that provide advisors with ability to be well equipped in delivering direction and information to customers on their vehicle needs/inquiries
• Work cross functionally with GM and OnStar divisions to gather vehicle, service and recall information necessary to create and manage advisor process to support customer inquiries
• Focused to drive advisor compliance through program metric tracking, call listening, customer surveys and advisor scores
• Compliance to process and customer handling to ensure optimal customer support and experience is being provided as well as monitoring compliance to recall and safety regulations as they relate to the business policies
• Worked to become an OpEx leader utilizing the Opex standards to define the problem, find inefficiencies, determine a solution and implement
• Advisor survey score OpEx project resulted in gained insights on customer experience and what drives the advisor scores
• Resulting in improved SQS from 37% to 43%
• Email efficiency projects resulted in reducing customer email backlog from 4k emails to 400 daily average, while implementing new handling process
• Implementing email validation into the brand customer contact pages along with spam monitoring and management-reduced the incoming spam mail from 11% to 5.5% resulting in cost savings of $2.7M

• Business Analyst & process leader for the OnStar Onboarding Call Center - department of Welcome Call & Provisioning
• Designed and implemented onboarding advisor call flows and structure for an informative and engaging customer experience to educate the customer on OnStar services and set up the account enabling services
• Dedicated to project management working with product teams to implement new vehicle services, such as 4G LTE powered by OnStar
• Developing advisor process, training and knowledge docs ensuring well rounded and supportive information preparing for launch and management of ongoing advisor material
• Reduced advisor time and process management while maintaining quality scores
• Lead weekly cross-team calibration sessions and team meetings to align on process changes, insights, and metrics
• Led advisor pilot programs and regular analytics on program and advisor performance driving continuous improvements and compliance

OnStar Dealer Relations and Operations. Managing operations and analytics, supporting the field sales team

• Managed the Connected Customer Field Sales and HQ operations analytics and reports to monitor and report out on key metrics, dealer remarketing sales and field rep performance
• Utilized Salesforce CRM to create dashboards for field team and manager easy access and visibility to team performance and CRM process to document dealer visits-notes-actions
• Training program creation and implementation for field rep on new products, features and use of applications to be used to manage and educate the dealer base
• Work with cross functional teams in OnStar to redesign and develop content for the OnStar Dealer pocket guide, delivering a new-more robust resource for our dealers to onboard and educate the customer
• Successfully onboarding many new field reps with responsibility to new hire onboarding, training, knowledge docs and support