Analista Senior de CX & Jornada do Cliente - São Caetano do Sul/SP

Description

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

What You'll 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, CX@Dealers, Dealer 4.0, UC), OnStar, Contact Center, Quality, Market Research and Growth Businesses.

• Support Customer 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:

• Bachelor's 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

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