Sr Customer Engagement Analyst

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters.

About the role

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.

In this role you will:

• Maintain a thorough understanding of relevant Customer Experience data sources including: contact center key metrics (emails, inbound calls, response time, etc.), customer and agent interactions, and account and operational effectiveness metrics
• Work with internal and external partners in a collaborative manner to ensure Customer Experience software tools are being fully utilized
• Assist with transitioning analytics and data consumption from SAS to Databricks
• 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

What makes You an ideal candidate?

• 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 Databricks, Python or SQL, SAS, Excel, Word, and PowerPoint
• Advanced skills with SAS, Python, or SQL, Excel, Word, and PowerPoint.
• 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 the 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
• Strong focus on providing quality service to internal and external customers

Education & Work Experience

• 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

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

What We Offer: 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.

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.

NOTE: We are unable to consider candidates who require visa sponsorship for this position

This position is not open to agency submissions

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