Customer Success Insights & Analytics (CSIA) Analyst - Remote

Overview

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.

In Short

• Monitor, integrate, and analyze large volumes of survey and interaction data.
• Build and enhance production dashboards and topic models using Qualtrics.
• Analyze structured and unstructured VOC and interaction data.
• Translate analytical outputs into actionable insights.
• Leverage AI and advanced analytics tools.
• Collaborate with cross-functional teams to drive improvements in Customer Experience (CX).
• Create compelling visualizations and presentations.
• Ensure the quality and integrity of data used for analysis.
• Support Advisor Quality Management models and dashboards.
• Serve as a resource for users with less experience.

Requirements

• Bachelor’s degree in Business Administration, Psychology, Data Analytics, or related field.
• Minimum of 3 years of experience in analytics or insights.
• Strong ability to manage multiple analyses and projects.
• Excellent communication and collaboration skills.
• Proactive and solution-oriented mindset.
• Advanced knowledge of Qualtrics XM Discover is a plus.
• Experience with social listening tools is preferred.
• Working knowledge of database design and data modeling concepts.
• Proficiency with Microsoft Office Suite, especially Excel and PowerPoint.
• Strong analytical foundation with problem-solving skills.

Benefits

• Comprehensive well-being support from day one.
• Opportunities for personal and professional growth.
• Inclusive workplace environment.
• Commitment to diversity and equal employment opportunities.
• Access to GM's Total Rewards resources.