Sr Customer Engagement Analyst

US-TX-Fort Worth
Requisition ID
2017-29863
Employee Type
Full Time-Regular
Category
Marketing / Communications

Overview

The Senior Customer Engagement Analyst is responsible for developing 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
    • 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 analyses to management in a clear, concise, convincing, and actionable format
  • Represent Customer Experience organization as needed on corporate projects

REPORTING RELATIONSHIP:

Reports to: AVP Customer Engagement Analytics

Direct Reports: None

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 respect to data analysis and spreadsheet modeling;
  • Advanced skills with SAS or SQL, Excel, Word, and PowerPoint.

Skills

  • 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
  • Advanced knowledge in Excel, Word, PowerPoint
  • Proficient skills with data mining and query tools
  • Prior experience working with large datasets

Experience

  • Bachelor's degree or equivalent experience required
  • Master’s Degree preferred
  • 5+ years in data mining and query tool experience
  • SAS or SQL experience required
  • Prior experience with CRM software

WORK CONDITIONS

Normal office environment 

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