General Motors is hiring a Customer Success Insights & Analytics (CSIA) Analyst to enhance customer experience by translating Voice of the Customer (VOC) data into actionable insights that drive improvements across products and services. In this role, you will monitor, integrate, and analyze large volumes of survey and interaction data, design dashboards, and partner cross-functionally to drive CX improvements and inform product roadmaps.
What You'll Do
- 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.
- Serve as a Qualtrics product SME and resource to users with less experience.
- Present insights and recommendations clearly and confidently to leadership and business stakeholders.
- Identify solutions within complex, high-volume datasets and translate insights into strategic opportunities.
- Analyze omnichannel customer data sources (voice recordings, messaging transcripts, surveys, 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.
- Ensure the quality, accuracy, and integrity of structured and unstructured data used for analysis.
What We're Looking For
- Bachelor’s degree (BA/BS) in a relevant field such as Business Administration, Psychology, Data Analytics, Computer Science, or a 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.
- 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.
Nice to Have
- 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 ability to draw conclusions from complex datasets, develop working hypotheses, apply quantitative and problem-solving skills, and rapidly identify meaningful patterns.
- 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.
Technical Stack
- Qualtrics XM Discover
- Qualtrics Engage
- Qualtrics AI
- AI analytic tools
- Brandwatch
- SQL
- R
- Databricks
- Microsoft Office Suite
- Excel
- PowerPoint
Team & Environment
Partners closely with Leadership, Contact Center Operations, Digital and Vehicle Product teams.
Work Mode
This position follows a hybrid work model and is based in the United States.
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
