Customer Engagement Analyst II

Customer Engagement Analyst II

Overview

The Customer Engagement Analyst II 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

JOB DUTIES

• 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 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
  

REPORTING RELATIONSHIP

AVP Customer Engagement Analytics US

Qualifications

Knowledge

• Knowledge of Speech Analytics software and functionality
• Demonstrated understanding and experience with relational datasets, data warehouses, data mining, and data analysis techniques
• Experience with data analysis and spreadsheet modeling
• Advanced skills with Excel, Word, and PowerPoint
• Experience with Clarabridge
• Experience with SAS/SQL

Skills

• Ability to interact collaboratively with internal customers
• Strong analytical ability
• Proficient skills with data mining and query tools
• Effective written and verbal presentation skills

Education

• High School Diploma required
• Bachelor's Degree in related field required
• Master's Degree preferred

Experience

• 3-5 years data mining and query tool experience required
• 2-4 years SAS or SQL experience preferred
• Bilingual in English and Spanish preferred

Working Conditions

• Normal office environment
• Hybrid

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