Customer Experience Analyst (Bilingual)

GM Financial; Toronto; Hybrid; CAD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Customer Experience Analyst to enhance business processes and internal controls. This role involves monitoring compliance, conducting user acceptance testing, and collaborating with management to drive improvements. The ideal candidate will have strong analytical skills, be fluent in both English and French, and thrive in a hybrid work environment. Join a dynamic team that values integrity and community, and enjoy benefits like health coverage, RRSP matching, and a collaborative atmosphere. If you're passionate about customer experience and process improvement, this opportunity is perfect for you.

Benefits

Health, Vision, and Dental Benefits

RRSP matching program

Paid Time Off

Collaborative team environment

Quarterly Volunteer Opportunities

Free parking

Onsite gym

Onsite cafes

Qualifications

• 2-4 years of professional experience required.
• Fluent in English and French is a must.

Responsibilities

• Monitor and assess business processes and internal controls.
• Conduct user acceptance testing on CX systems and programs.
• Identify opportunities for process improvements.

Skills

Business analysis skills

Agile environment experience

Financial services knowledge

User acceptance testing knowledge

Microsoft Office proficiency

Strong communication skills

Time management skills

Collaboration skills

Prioritization skills

Ability to work independently

Education

Secondary school education

College diploma or university degree

Tools

Microsoft Office

Job description

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Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors. We are a global provider of auto finance solutions, offering attractive retail financing, lease programs, and commercial lending products to help customers and dealers grow their businesses.

Overview

At GM Financial, we seek individuals eager to embark on an exciting career journey. Our team fosters an environment welcoming new ideas, integrity, community, and belonging. Here, we do more than work — we thrive.

Responsibilities

About the role:

The Customer Experience Administration Analyst monitors and assesses GM Financial's business processes, internal controls, and policies to mitigate risk. They collaborate with management to produce relevant reviews and audits.

What You Will Be Doing

• Perform quality monitoring within CX; identify and address non-compliance issues to provide management with valid data.
• Participate in projects and conduct user acceptance testing on CX systems and programs.
• Create and manage process documentation.
• Provide training and communication.
• Interpret trend results and communicate findings to leadership.
• Identify opportunities for process improvements and assist management in developing and implementing compliance procedures.

Qualifications

What makes you a dream candidate?

• Business analysis skills
• Experience in an Agile environment
• Knowledge of financial services and/or banking customer systems
• Knowledge of user acceptance testing processes
• Proficiency with Microsoft Office
• Strong communication skills
• Time management skills
• Ability to collaborate with internal customers
• Ability to prioritize multiple tasks
• Ability to work independently

Experience

• 2-4 years of professional experience
• Secondary school education required
• College diploma or university degree in a related field or equivalent experience
• Fluent in English and French

What We Offer

• Health, Vision, and Dental Benefits
• RRSP matching program
• Paid Time Off (personal, vacation, sick, holidays)
• Collaborative team environment
• Quarterly Volunteer Opportunities
• Hybrid work schedule
• Free parking and onsite gym
• Onsite cafes

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other