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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
- Perform other duties as assigned
- Conform with all company policies and procedures
- 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
- Ability to interact collaboratively with internal customers
- Effective written and verbal presentation skills
- Strong analytical ability
- Ability to work with minimal supervision
- Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
- Proficient skills with data mining and query tools
- Prior experience working with large datasets
- Detail oriented
- High School Diploma or equivalent required
- Bachelor's Degree in related field or equivalent work experience required
- Master's Degree preferred
- 3-5 years data mining and query tool experience required
- 2-4 years SAS or SQL experience preferred
- Bilingual in English and Spanish preferred
- Normal office environment