Customer Engagement Analyst

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters

About the role:

The Customer Engagement Analyst is responsible for providing 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 the 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

What makes you an ideal candidate?

• Knowledge of speech analytics software and functionality
• Demonstrated understanding and experience with relational datasets, data warehouses, data mining, and data analysis techniques
• Understanding of data analysis and spreadsheet modeling
• Advanced skills with Excel, Word, and PowerPoint
• Experience with SAS, SQL, and/or Python
• 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
• Detail oriented
• Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
• Experience with data mining and query tools
• Prior experience working with large datasets

Experience:

• 2-4 years of data mining and query tool experience required
• 0-2 years of SAS, Python, or SQL experience preferred
• Bachelor’s Degree required
Master’s Degree preferred

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.

Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Compensation: Competitive pay and bonus eligibility.

Work Life Balance: Flexible hybrid work environment, 2 days a week in the office.

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