Customer Success Insights & Analytics (CSIA) Analyst

Job Description

The Role

The Customer Success Insights & Analytics (CSIA) team enhances customer experience by translating Voice of the Customer (VOC) data into actionable insights that drive improvements across products and services. CSIA delivers insights and analytics tools that identify opportunities, inform decision-making, improve performance, and unlock cost efficiencies. We partner closely with Leadership, Contact Center Operations, Digital and Vehicle Product teams.

A core focus of the team is leveraging advanced NLP-based and AI-powered analytics to increase efficiency, scale insight generation, and accelerate the transformation of unstructured customer feedback into clear, compelling narratives that drive action.

The Analyst role focuses on monitoring, integrating, and analyzing large volumes of survey and interaction data across business units. Analysts design engaging dashboards, identify data patterns, distill insights through data manipulation and topic model creation, and partner cross-functionally to drive improvements in Customer Experience (CX) and inform product roadmaps.

Key Responsibilities include:

• Build, maintain, and enhance production dashboards and topic models using Qualtrics XM Discover and Qualtrics Engage

• Develop ad hoc analyses, dashboards, and topic models to support investigations, performance tracking, and data-driven decision-making

• Analyze structured and unstructured VOC and interaction data to uncover trends, themes, and emerging insights

• Translate complex analytical outputs into clear, actionable insights that support operational, product, and customer experience improvements

• Leverage AI and advanced analytics tools to improve efficiency, scalability, and speed-to-insight

• Partner with stakeholders across the business to prioritize insight needs and guide next-step actions

• Support the Advisor Quality Management models and dashboards for Advisor Behaviors

• Solicit feedback from stakeholders and iterate analysis based on inputs received

• As a Qualtrics product SME, serve as a resource to users with less experience and encourage growth of others.

What You'll Do (Responsibilities):

• Present insights and recommendations clearly and confidently to leadership and business stakeholders

• Identify solutions within complex, high-volume datasets and apply a strong business mindset to translate insights into strategic opportunities

• Analyze omnichannel customer data sources, including voice recordings, messaging transcripts, surveys, and social media, to surface customer experience insights

• Perform descriptive and diagnostic analyses to identify key trends, drivers, and root causes

• Analyze data using advanced analytical techniques to uncover patterns, risks, and improvement opportunities

• Collaborate with cross-functional teams to highlight opportunities, prioritize CX, and deliver actionable outcomes

• Create compelling visualizations and presentations that translate data into clear, actionable stories for business partners

• Ensure the quality, accuracy, and integrity of structured and unstructured data used for analysis

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree (BA/BS) in a relevant field such as Business Administration, Psychology, Data Analytics, Computer Science, or related discipline

• Minimum of 3 years of relevant professional experience in analytics, insights, or a related role

• Strong ability to manage multiple analyses, projects, and priorities simultaneously

• Excellent communication skills with the ability to collaborate effectively and work independently, including:

• Proven ability to work in a highly collaborative, team-oriented environment

• Strong listening skills and openness to diverse perspectives and continuous feedback

• Positive, proactive, and solution-oriented mindset

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Advanced knowledge of Qualtrics XM Discover , including Intelligence Scoring and analytical topic modeling

• Proficiency with Qualtrics AI capabilities and/or other AI analytic tools

• Social listening tool experience such as Brandwatch

• Experience working in or supporting a contact center environment

• Strong analytical foundation with demonstrated ability to:

• Draw conclusions from complex datasets and develop working hypotheses

• Apply quantitative and problem-solving skills to identify root causes

• Rapidly identify meaningful patterns and separate signal from noise

• Working knowledge of database design and data modeling concepts, including scripting or query languages (e.g., SQL, R, Databricks)

• Proficiency with Microsoft Office Suite , particularly Excel and PowerPoint

This role is may be based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week or other frequency dictated by your manager.

#LI-JT2

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 includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

This role is categorized as remote. This means the selected candidate may be based anywhere in the country of work and is not expected to report to a GM worksite unless directed by their manager.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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