Customer Engagement Analyst
GM Financial
full-time
Posted on:
Location Type: Hybrid
Location: Fort Worth • Texas • United States
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About the role
- 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
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data miningquery toolsSASPythonSQL
Soft Skills
collaborationcommunicationanalytical skillspresentation skills