Developing insights into customer sentiment to help improve the overall customer experience at GM Financial
Involves data analysis, reporting, and collaboration with internal teams and external partners to support decision-making and business initiatives
Summarizing information to a variety of internal clients
Participates in business and system-related projects and collaborates with resources from other functional areas as well as external vendors and partners when necessary
Maintain thorough understanding of relevant Customer Experience data sources including: voice of the customer survey results, speech analytics, customer feedback/complaint database, customer live chat and messaging, chatbot, social media, contact center key metrics (emails, inbound calls, response time, etc.)
Partner with vendors in a collaborative manner to ensure Customer Experience software tools are being fully utilized
Foster partnerships with GMF Customer Experience departments to understand operational procedures and strategies
Present analysis to management in a clear, concise, convincing, and actionable format
Provide direction, training and guidance to less experienced analysts

Knowledge of Speech Analytics software and functionality
Advanced understanding of and experience with relational datasets, data warehouses, data mining, and data analysis techniques
Advanced knowledge of data analysis and spreadsheet modeling
Advanced skills with SAS, Python, or SQL, Excel, Word, and PowerPoint.
Experience with Clarabridge
Experience with Qualtrics tools or other experience management tools
Ability to interact collaboratively with internal customers
Effective written and verbal presentation skills
Strong analytical ability
Ability to work with minimal supervision
Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
Advanced skills with data mining and query tools
Prior experience working with large datasets
Normal office environment
Subject to stressful situations
Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime or split shifts may be required
Limited travel may be required to support business needs
Strong focus on providing quality service to internal and external customers
High School Diploma or equivalent required
Bachelor’s Degree in related field or equivalent work experience required
Master’s Degree preferred
3-5 years SAS, Python, or SQL experience required
5-7 years data mining and query tool experience required

Senior Customer Engagement Analyst

Key skills