Sr Customer Engagement Analyst

Responsibilities

The Senior Customer Engagement Analyst is responsible for developing 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.

Qualifications

• Maintain a thorough understanding of relevant Customer Experience data sources, including: 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 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
• Provide direction, training and guidance to less experienced analysts

Additional Knowledge and Skills

• Working effectively within an AI enabled environment: Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
• Skills in evaluating AI outputs for accuracy, compliance, and bias
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

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 and nine company holidays.

Culture

Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Compensation

• Competitive pay and bonus eligibility

Work Life Balance

• Flexible hybrid work environment, 2-days a week in office