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Customer Engagement Analyst

Company: GM Financial
Location: Fort Worth
Posted on: November 25, 2022

Job Description:

Overview:

We're not just looking to fill open positions - we're looking for people who want to embark on a career journey where you feel like you belong, you are satisfied at work, and you are using your skills to create a positive impact. 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 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 the 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
Perform other duties as assigned
Conform with all company policies and procedures

REPORTING RELATIONSHIP

Manager- Customer Engagement Analytics US

Qualifications:

Knowledge

Demonstrated understanding and experience with relational datasets, data warehouses, data mining, and data analysis techniques
Understanding of data analysis and spreadsheet modeling
Advanced skills with Excel, Word, and PowerPoint
Experience with SAS/SQL

Skills

Ability to interact collaboratively with internal customers
Effective written and verbal presentation skills
Strong analytical ability
Detail oriented
Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
Experience with data mining and query tools
Prior experience working with large datasets

Education

Bachelor's Degree required in related field or equivalent work experience
Master's Degree preferred

Experience

2-4 years data mining and query tool experience required
0-2 years SAS or SQL experience preferred

Working Conditions

Normal office environment%4174479%

Keywords: GM Financial, Fort Worth , Customer Engagement Analyst, Professions , Fort Worth, Texas

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