Job description
Overview:
PLEASE ONLY APPLY IF YOU DO NOT NEED SPONSORSHIP TO WORK IN THE UNITED STATES NOW OR IN THE FUTURE. WE ARE UNABLE TO CONSIDER CANDIDATES WHO REQUIRE SPONSORSHIP. Responsibilities:
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.
PLEASE ONLY APPLY IF YOU DO NOT NEED SPONSORSHIP TO WORK IN THE UNITED STATES NOW OR IN THE FUTURE. WE ARE UNABLE TO CONSIDER CANDIDATES WHO REQUIRE SPONSORSHIP.
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:
Manager- Customer Engagement Analytics US
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
- Experience with Python
- Experience with Power BI
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
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