About GM
There's never been a more exciting time to work for General Motors.
To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won't happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.
Why Work for Us
Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.
Job Description
This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States.
Position Overview:
* With the perspective of putting the customer in the middle, the analyst position is a newly built role on the Enterprise CX Human Interactions and Voice of Customer (VoC) team within the Customer Experience organization. This position will be responsible for generating VoC insights from various new data sources.
* The VoC Analyst will use a new platform of GM's VOC data, a comprehensive and unified platform for CX data, to identify critical improvement opportunities. The analyst will combine customer data from: calls, messaging, email, digital, surveys and many more. Will utilize the enterprise tools that benchmark brands and customer and critical business parameters.
Essential Duties and Responsibilities:
In the area of customer understanding:
* Analyze unstructured data (e.g. call transcripts, survey info, verbatims, etc.), connect and visualize into critical elements to act on
* Generate insights on customers' values, needs (met/unmet) & expectations
* Analyze customer data to identify patterns and trends in VoC tool, Prism, Customer Journey research
* Identify and recommend critical customer experience opportunities by leveraging the VOC platform
* Optimally communicate and capture support from the business areas impacted
Area of measuring:
* Analyze CX metrics to determine differences in experience quality
* Root cause aspects of journey (e.g. Buy/Own) or experience (e.g. knowledge)
* Identify & model relationship between drivers of CX
* Identify where customer/business value is being built or destroyed
* Share CX metrics and models, including reports/dashboards
* Develop processes/tools that measure the efficiency of experiences
Additional Job Description
* Strong verbal and written presentation skills are a must
* Experience in data analytics, data visualization, or as a Business Analyst (3-5 years)
* Ability to transform data into impactful information that tells a story
* Proficiency in Excel and PowerPoint
Preferred Qualifications
* Experience with Clarabridge CX Studio
* Comfortable in a fast-paced environment where quick turnaround is often required
* Highly curious and comfortable operating in "white space" to tackle problems with data
* Ability to connect data analysis with critical business objectives
Education:
* Bachelor's degree
Benefits Overview
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
* Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
* Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
* Company and matching contributions to 401K savings plan to help you save for retirement;
* Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
* Tuition assistance and student loan refinancing;
* Discount on GM vehicles for you, your family and friends.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and 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 [email protected]. In 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.
