Analista Senior de CX & Jornada do Cliente São Caetano do SulSP

Job Description

Hybrid: This position requires you to work on-site 3 times a week (Tue to Thu)

What Youll Do (Responsibilities):

As CX & Customer Journey Analytics Senior in Digital Services and Experience (DSX) you will develop the Customer Journey and support internal and external communities by implementing the methodology on the company making sure that all the process include the customer centric culture and supporting all the process that are related to the customer experience.

You will join the DSX Analytics hub and contribute to the development of high-quality scalable and curated CX & Customer Journey data products. These data products serve several lines of business including MKT (Loyalty CRM Platforms Product Mkt) Sales (Sales Ops Pre-Owned 4.0 UC) OnStar Contact Center Quality Market Research and Growth Businesses.

SupportCustomer Journey providing insights on customers values pain-points and expectations for both current and future scenarios;

Connect with different line of business to understand map and negotiate the best actions to improve customer journey for our brands across GMSA;

Analyze unstructured data (e.g. survey info verbatims call transcripts etc.) connecting into critical elements to act on and prioritize efforts;

Generate insights on customers needs (met/unmet) and expectations;

Manage multiple data sources (VoC tool NPS Prism Customer Journey researches XM contact centers feedbacks OnStar customer data) to identify and recommend critical customer experience opportunities;

Ability to develop customer centric community inside of GM as well support activities throughout GMSA dealership;

Conduct and follow-up with market research and analyze data to gain marketing touchpoints and uncover important insights about customers and competitive opportunities;

Build and maintain relationships internally and externally - i.e. GM partners suppliers (Mkt research agencies CX research companies resource providers etc.);

Perform related tasks as assigned

Skills & Abilities Required:

• Bachelors degree in Business Computer Science/IT Engineering Marketing/Social Communication or related fields;
• Strong problem-solving and analytical skills;
• Practical experience analyzing and curating customer data;
• Ability to prioritize and manage multiple tasks and projects at once without sacrificing quality;
• Highly collaborative work style with strong listening and communications skills;
• Ability to evaluate the big picture and solve CX problems rather than focusing solely on metrics;
• English - advanced or fluent

What Can Give You A Competitive Edge (Preference Qualifications)

• Knowledge and skills in data analytics platforms and tools - examples: Databricks Power BI etc.;
• Spanish

About GM

Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

Accommodations

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