Sr Customer Engagement Analyst

GM Financial•Fort Worth, TX

1d•Hybrid

About The Position

The 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.

Requirements

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
High School Diploma or equivalent required
Bachelor’s Degree in related field or equivalent work experience required
3-5 years SAS, Python, or SQL experience required
5-7 years data mining and query tool experience required

Nice To Haves

Master’s Degree preferred

Responsibilities

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
Working 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