Customer Success Insights & Analytics (CSIA) Analyst

Job Description

The Role

The Customer Success Insights & Analytics (CSIA) team enhances customer experience by translating Voice of the Customer (VOC) data into actionable insights that drive improvements across products and services. CSIA delivers insights and analytics tools that identify opportunities inform decision-making improve performance and unlock cost efficiencies. We partner closely with Leadership Contact Center Operations Digital and Vehicle Product teams.

A core focus of the team is leveraging advanced NLPbased and AIpowered analytics to increase efficiency scale insight generation and accelerate the transformation of unstructured customer feedback into clear compelling narratives that drive action.

The Analyst role focuses on monitoring integrating and analyzing large volumes of survey and interaction data across business units. Analysts design engaging dashboards identify data patterns distill insights through data manipulation and topic model creation and partner cross-functionally to drive improvements in Customer Experience (CX) and inform product roadmaps.

Key Responsibilities include:

• Build maintain and enhance production dashboards and topic models using Qualtrics XM Discover and Qualtrics Engage
• Develop ad hoc analyses dashboards and topic models to support investigations performance tracking and datadriven decisionmaking
• Analyze structured and unstructured VOC and interaction data to uncover trends themes and emerging insights
• Translate complex analytical outputs into clear actionable insights that support operational product and customer experience improvements
• Leverage AI and advanced analytics tools to improve efficiency scalability and speed-to-insight
• Partner with stakeholders across the business to prioritize insight needs and guide nextstep actions
• Support the Advisor Quality Management models and dashboards for Advisor Behaviors
• Solicit feedback from stakeholders and iterate analysis based on inputs received
• As a Qualtrics product SME serve as a resource to users with less experience and encourage growth of others.

What Youll Do (Responsibilities):

• Present insights and recommendations clearly and confidently to leadership and business stakeholders
• Identify solutions within complex highvolume datasets and apply a strong business mindset to translate insights into strategic opportunities
• Analyze omnichannel customer data sources including voice recordings messaging transcripts surveys and social media to surface customer experience insights
• Perform descriptive and diagnostic analyses to identify key trends drivers and root causes
• Analyze data using advanced analytical techniques to uncover patterns risks and improvement opportunities
• Collaborate with crossfunctional teams to highlight opportunities prioritize CX and deliver actionable outcomes
• Create compelling visualizations and presentations that translate data into clear actionable stories for business partners
• Ensure the quality accuracy and integrity of structured and unstructured data used for analysis

Your Skills & Abilities (Required Qualifications)

• Bachelors degree (BA/BS) in a relevant field such as Business Administration Psychology Data Analytics Computer Science or related discipline
• Minimum of 3 years of relevant professional experience in analytics insights or a related role
• Strong ability to manage multiple analyses projects and priorities simultaneously
• Excellent communication skills with the ability to collaborate effectively and work independently including:
  • Proven ability to work in a highly collaborative teamoriented environment
  • Strong listening skills and openness to diverse perspectives and continuous feedback
  • Positive proactive and solution-oriented mindset

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Advanced knowledge of Qualtrics XM Discover including Intelligence Scoring and analytical topic modeling
• Proficiency with Qualtrics AI capabilities and/or other AI analytic tools
• Social listening tool experience such as Brandwatch
• Experience working in or supporting a contact center environment
• Strong analytical foundation with demonstrated ability to:
  • Draw conclusions from complex datasets and develop working hypotheses
  • Apply quantitative and problemsolving skills to identify root causes
  • Rapidly identify meaningful patterns and separate signal from noise
• Working knowledge of database design and data modeling concepts including scripting or query languages (e.g. SQL R Databricks)
• Proficiency with Microsoft Office Suite particularly Excel and PowerPoint

This role is may be based remotely but if the selected candidate lives within a specific mile radius of a GM hub they will be expected to report to the location three times a week or other frequency dictated by your manager.

#LI-JT2

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.

Benefits Overview

From day one were looking out for your well-beingat work and at homeso you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

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.

All employment decisions are made on a non-discriminatory basis without regard to sex race color national origin citizenship status religion age disability pregnancy or maternity status sexual orientation gender identity status as a veteran or protected veteran or any other similarly protected status in accordance with federal state and local laws.

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

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment email us or call your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.