Customer Engagement Analyst

JOB DESCRIPTION

About the role:

The Customer Engagement Analyst is responsible for providing 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.

RESPONSIBILITIES

In this role, you will:

• Maintain thorough understanding of relevant Customer Experience data sources including: voice of the customer survey results, speech analytics, customer feedback/complaint database, customer live chat and messaging, chatbot, social media, 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 the 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

• Knowledge of speech analytics software and functionality
• Demonstrated understanding and experience with relational datasets, data warehouses, data mining, and data analysis techniques
• Understanding of data analysis and spreadsheet modeling
• Advanced skills with Excel, Word, and PowerPoint
• Experience with SAS, SQL, and/or Python
• Experience with Qualtrics tools or other experience management tools
• Ability to interact collaboratively with internal customers
• Effective written and verbal presentation skills
• Strong analytical ability
• Detail oriented
• Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
• Experience with data mining and query tools
• Prior experience working with large datasets

• 2-4 years of data mining and query tool experience required
• 0-2 years of SAS, Python, or SQL experience preferred
• Bachelor's Degree required
• Master's Degree preferred