Senior Customer Engagement Analyst

Responsibilities 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 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 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 #J-18808-Ljbffr Jobtailor