Job DescriptionResponsibilitiesAbout the roleThe Senior Customer Engagement Analyst is responsible for developing a comprehensive view of customer sentiment and providing analytical insights into how GMF can continue to enhance the customer experience. Responsibilities will include reporting, ad hoc data mining, and analytical functions to support information requests related to customer experience. The analyst will be responsible for summarizing this information to a variety of internal clients. This team member participates in business and system-related projects and collaborates with resources from other functional areas as well as external vendors and partners when necessary.
In this role you will:- 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
- Perform reporting, ad hoc data mining, and analytical functions as needed to support information requests related to customer experience from various internal customers
- Present analysis to management in a clear, concise, convincing, and actionable format
- Represent the Customer Experience organization as needed on corporate projects
- Provide direction, training and guidance to less experienced analysts
QualificationsWhat makes You an ideal candidate?- 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
Education & Work Experience- 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
Additional Knowledge and SkillsWorking effectively within an AI enabled environment:
- Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
- Skills in evaluating AI outputs for accuracy, compliance, and bias
- Experience integrating AI into workflows to improve efficiency or insights
- Familiarity with AI assisted research, summarization, and content generation
- Understanding of responsible AI use, including ethics and data protection
What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Compensation: Competitive pay and bonus eligibility.
Work Life Balance: Flexible hybrid work environment, 2-days a week in office.
NOTE:We are unable to consider candidates who require visa sponsorship for this positionThis position is not open to agency submissions#GMFJobs #LI-Hybrid #LI-MO1
