GM Financial

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Customer Engagement Analyst

at GM Financial

Posted: 8/6/2018
Job Reference #: 32730
Keywords: analyst

Job Description

  • Job LocationsUS-TX-Arlington
    Requisition ID
    2018-32730
    Employee Type
    Full Time-Regular
    Category
    Marketing / Communications
    Travel
    0-10%
  • Overview

    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.

    Responsibilities

    JOB DUTIES:

    • 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
      • Contact center key metrics (emails, inbound calls, response time, etc)
      • Social Media
    • Partner with vendors in a collaborative manner to ensure Customer Experience software tools are being fully utilized
    • Foster partnerships with GMF Servicing 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 analyses to management in a clear, concise, convincing, and actionable format
    • Represent Customer Experience organization as needed on corporate projects

    REPORTING RELATIONSHIP:

    Reports to: AVP Customer Engagement Analytics

    Direct Reports: None

    Qualifications

    Knowledge

    • Knowledge of Speech Analytics software and functionality
    • Demonstrated understanding and experience with relational datasets, data warehouses, data mining, and data analysis techniques
    • Experience with respect to data analysis and spreadsheet modeling
    • Advanced skills with SAS or SQL, Excel, Word, and PowerPoint

    Skills

    • 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 knowledge in Excel, Word, PowerPoint
    • Proficient skills with data mining and query tools
    • Prior experience working with large datasets

    Experience

    • Bachelor's degree or equivalent experience required
    • Master’s Degree preferred
    • 2+ years in data mining and query tool experience
    • SAS or SQL experience required
    • Prior experience with CRM software
    • Prior experience with Clarabridge, Medallia, or Liveperson a plus


    WORK CONDITIONS

    Normal office environment

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    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!