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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.
Job Responsibility:
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
Requirements:
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
Nice to have:
Knowledge and skills in data analytics platforms and tools - examples: Databricks, Power BI, etc.