Customer Engagement Analyst

GM Financial

. 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.) .

Posted 4/11/2026full-timeFort Worth • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2-4 years of data mining and query tool experience required
0-2 years of SAS, Python, or SQL experience preferred
Bachelor’s Degree required
Master’s Degree preferred

Benefits

Comp & perks

Generous benefits package available on day one to include: 401K matching
bonding leave for new parents (12 weeks, 100% paid)
tuition assistance
training
GM employee auto discount
community service pay
nine company holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data miningquery toolsSASPythonSQL

Soft Skills

collaborationcommunicationanalytical skillspresentation skills