Customer Experience Analyst

Job DescriptionThe Customer Experience Analyst – OnStar Vehicle Insights / Telemetry API is responsible for ensuring the systems, APIs, and data flows that support connected vehicle services are functioning reliably and delivering a high-quality end-to-end customer experience. This role requires strong technical understanding of application, platform, API, and telemetry interactions across the connected services ecosystem, with a focus on operational performance, service delivery, data quality, and issue resolution.The individual in this role will work 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 role is suited for an intermediate professional who works with limited supervision, applies independent judgment on significant matters, coordinates across teams, and drives solutions and process improvements within their area and related functions as needed.What You’ll DoDesign, develop, and refine operational KPIs and performance metrics that measure service delivery, API health, telemetry flow, customer impact, and end-to-end platform performance for OnStar Vehicle Insights, and Telemetry API capabilitiesBuild and maintain reporting, dashboards, and analytical tools that provide visibility into system performance, vehicle data quality, service usage, and customer experience trendsUnderstand and document end-to-end system workflows, backend integrations, API interactions, telemetry ingestion patterns, and downstream data dependencies across the connected services ecosystemInvestigate system, platform, and customer experience issues using logs, telemetry, database queries, and cross-system analysis to identify root cause and support resolutionPerform technical validation of new features, telemetry data behaviors, platform changes, and defect fixes to ensure expected functionality and data integrityEstablish and monitor service level objectives, operational thresholds, and data quality indicators across key dimensions such as accuracy, completeness, reliability, relevance, and timelinessIdentify performance gaps, data anomalies, and operational risks, then recommend and help execute improvement actions with engineering and business partnersSupport technical customer cases by translating customer symptoms into technical findings and coordinating resolution across responsible teamsDevelop repeatable validation steps, operational runbooks, and analytical methods to improve troubleshooting speed and consistencyDesign and implement automation, scripts, or lightweight tools to reduce manual analysis and improve monitoring efficiencyWork with engineering teams and subject matter experts to understand telemetry collection behaviors, API payloads, data contracts, and platform dependenciesContribute to requirements gathering, test strategy, deployment readiness, and post-launch monitoring for new or enhanced connected service capabilitiesCommunicate findings, risks, and recommendations clearly to technical and non-technical stakeholdersYour Skills & Abilities (Required Qualifications)Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Data Engineering, Information Systems, or related technical field, or equivalent practical experience3 to 5 years of experience in a technical, systems, analytics, platform operations, or connected services roleStrong SQL and relational database experience, including the ability to analyze complex datasets and build queries for operational insightsExperience working with APIs, microservices-based systems, and distributed application flowsFamiliarity with telemetry, event-based data, operational monitoring, and service performance analysisExperience with reporting and visualization tools such as Power BI or TableauWorking knowledge of one or more of the following: Azure, Databricks, Hadoop/Hive, Teradata, Oracle, Kafka, Python, PySpark, ELK, shell scripting, ETL processes, or cloud data platformsUnderstanding of system integration principles across client applications, web services, APIs, databases, and backend platformsAbility to investigate non-routine technical issues, assess alternatives, and recommend practical solutionsStrong written and verbal communication skills, with the ability to explain technical findings to cross-functional audiencesStrong organizational skills and ability to prioritize work with limited day-to-day directionDemonstrated analytical ability in environments where problems are moderately complex and require sound technical judgmentWhat Will Give You a Competitive EdgeExperience supporting connected vehicle, telematics, or digital product ecosystemsExperience with customer support escalation, service delivery, issue resolution, or product validationFamiliarity with vehicle diagnostics, vehicle health, driving insights, mobile app integrations, or digital advisor platformsExperience building automated monitoring or data quality frameworksFamiliarity with operational data stores, data marts, and cloud-based analytics architecturesExposure to problem-solving methodologies such as Lean, Six Sigma, ISO, or similar structured improvement frameworks GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate. About GMOur vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.Why Join UsWe believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.Benefits OverviewFrom day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.Non-Discrimination and Equal Employment Opportunities (U.S.)General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.AccommodationsGeneral Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, emailus or call us at View phone number on click.appcast.io. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.SummaryLocation: Warren, Michigan, United States of AmericaType: Full time