Senior Customer Experience Insights Analyst

Jobtailor; Fort Worth (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

GM Financial is seeking an experienced data analyst to transform customer sentiment data into actionable insights. The role involves analyzing diverse CX data sources, generating reports, and collaborating across internal teams and with external partners to drive strategic decisions.

The candidate will present findings clearly to management and mentor junior team members while supporting multiple ongoing projects in a fast-paced environment.

Qualifications

• Requires strong data analysis and modeling skills.
• Experience with relational datasets, data warehouses, and data mining.
• Proficient in SAS, Python, SQL, Excel, Word and PowerPoint.

Responsibilities

• Develop insights into customer sentiment to improve customer experience.
• Involves data analysis, reporting, and collaboration to support decision-making.
• Summarize information for internal clients and present findings clearly.
• Collaborate with internal teams and external partners on projects and vendor relations.
• Maintain understanding of CX data sources including surveys, speech analytics, feedback databases, chat, social media, and KPIs.
• Partner with vendors to ensure CX tools are utilized effectively.
• Foster partnerships with GMF CX departments to understand procedures and strategies.
• Provide direction and guidance to junior analysts.

Skills

Analytical thinking

Data analysis

Presentation skills

Collaboration

Problem solving

Time management

Self-motivation

Education

Bachelor's degree in related field

Master’s degree preferred

High School Diploma or equivalent

Tools

SAS

Python

SQL

Excel

Word

PowerPoint

Clarabridge

Qualtrics

Job description

• Developing insights into customer sentiment to help improve the overall customer experience at GM Financial
• Involves data analysis, reporting, and collaboration with internal teams and external partners to support decision-making and business initiatives
• Summarizing information to a variety of internal clients
• Participates in business and system-related projects and collaborates with resources from other functional areas as well as external vendors and partners when necessary
• 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
• Present analysis to management in a clear, concise, convincing, and actionable format
• Provide direction, training and guidance to less experienced analysts

Requirements

• Knowledge of Speech Analytics software and functionality
• Advanced understanding of and experience with relational datasets, data warehouses, data mining, and data analysis techniques
• Advanced knowledge of data analysis and spreadsheet modeling
• Advanced skills with SAS, Python, or SQL, Excel, Word, and PowerPoint.
• Experience with Clarabridge
• Experience with Qualtrics tools or other experience management tools
• 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 skills with data mining and query tools
• Prior experience working with large datasets
• Normal office environment
• Subject to stressful situations
• Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime or split shifts may be required
• Limited travel may be required to support business needs
• Strong focus on providing quality service to internal and external customers
• High School Diploma or equivalent required
• Bachelor’s Degree in related field or equivalent work experience required
• Master’s Degree preferred
• 3-5 years SAS, Python, or SQL experience required
• 5-7 years data mining and query tool experience required

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Hard Skills

• Data Analysis
• Spreadsheet Modeling
• Relational Datasets
• Data Warehousing
• Query Tools
• Data Mining Techniques
• Large Datasets Management
• Advanced Excel
• Advanced PowerPoint
• Advanced Word

Soft Skills

• Effective Communication
• Analytical Ability
• Collaboration
• Presentation Skills
• Project Management