Job 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

What Can Give You A Competitive Edge (Preference Qualifications)

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

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future. This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors 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 or call us at 800-865-7580. 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.