Customer Experience Analyst

General Motors • Warren, MI

7d • Hybrid

About The Position

The Customer Experience Analyst – OnStar Vehicle Insights / Telemetry API ensures the systems, APIs, and data flows supporting connected vehicle services operate reliably and deliver a high-quality end-to-end customer experience. The role focuses on operational performance, service delivery, data quality, and issue resolution across application, platform, API, and telemetry interactions in the connected services ecosystem.

The analyst works cross-functionally with product owners, engineering, IT development, operations, analytics, and business operations teams to monitor service health, investigate issues, validate system behavior, and improve platform performance. This intermediate-level role involves working with limited supervision, exercising independent judgment on significant matters, coordinating across teams, and driving solutions and process improvements within the role’s area and related functions as needed. The role is hybrid, with the selected candidate expected to report to a specific location at least three times a week or at another frequency directed by their manager. It is not eligible for relocation benefits. GM does not provide immigration-related sponsorship for this role.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Data Engineering, Information Systems, or a related technical field, or equivalent practical experience.
• 3 to 5 years of experience in a technical, systems, analytics, platform operations, or connected services role.
• Strong SQL and relational database experience, including analyzing complex datasets and building queries for operational insights.
• Experience working with APIs, microservices-based systems, and distributed application flows.
• Familiarity with telemetry, event-based data, operational monitoring, and service performance analysis.
• Experience with reporting and visualization tools such as Power BI or Tableau.
• Working knowledge of one or more of Azure, Databricks, Hadoop/Hive, Teradata, Oracle, Kafka, Python, PySpark, ELK, shell scripting, ETL processes, or cloud data platforms.
• Understanding of system integration principles across client applications, web services, APIs, databases, and backend platforms.
• Ability to investigate non-routine technical issues, assess alternatives, and recommend practical solutions.
• Strong written and verbal communication skills, including the ability to explain technical findings to cross-functional audiences.
• Strong organizational skills and ability to prioritize work with limited day-to-day direction.
• Demonstrated analytical ability in environments with moderately complex problems requiring sound technical judgment.
• Must not require GM immigration sponsorship now or in the future; the posting lists examples including H-1B, OPT, STEM OPT, CPT, TN, and J-1.

Nice To Haves

• Experience supporting connected vehicle, telematics, or digital product ecosystems.
• Experience with customer support escalation, service delivery, issue resolution, or product validation.
• Familiarity with vehicle diagnostics, vehicle health, driving insights, mobile app integrations, or digital advisor platforms.
• Experience building automated monitoring or data quality frameworks.
• Familiarity with operational data stores, data marts, and cloud-based analytics architectures.
• Exposure to problem-solving methodologies such as Lean, Six Sigma, ISO, or similar structured improvement frameworks.

Responsibilities

• Design, develop, and refine operational KPIs and performance metrics for service delivery, API health, telemetry flow, customer impact, and end-to-end platform performance.
• Build and maintain reports, dashboards, and analytical tools covering system performance, vehicle data quality, service usage, and customer experience trends.
• Understand and document end-to-end system workflows, backend integrations, API interactions, telemetry ingestion patterns, and downstream data dependencies.
• Investigate system, platform, and customer experience issues using logs, telemetry, database queries, and cross-system analysis to identify root causes and support resolution.
• Technically validate new features, telemetry data behaviors, platform changes, and defect fixes for expected functionality and data integrity.
• Establish and monitor service level objectives, operational thresholds, and data quality indicators, including accuracy, completeness, reliability, relevance, and timeliness.
• Identify performance gaps, data anomalies, and operational risks, and recommend and help execute improvements with engineering and business partners.
• Support technical customer cases by translating customer symptoms into technical findings and coordinating resolution across responsible teams.
• Develop repeatable validation steps, operational runbooks, and analytical methods to improve troubleshooting speed and consistency.
• Design and implement automation, scripts, or lightweight tools to reduce manual analysis and improve monitoring efficiency.
• Work with engineering teams and subject matter experts to understand telemetry collection behaviors, API payloads, data contracts, and platform dependencies.
• Contribute to requirements gathering, test strategy, deployment readiness, and post-launch monitoring for connected service capabilities.
• Communicate findings, risks, and recommendations clearly to technical and non-technical stakeholders.

Benefits

• The posting refers candidates to GM Total Rewards resources for information about benefits and says GM supports employee well-being at work and at home; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level