General Motors · 17 hours ago
Customer Success Insights & Analytics (CSIA) Analyst
United States
Full-time
Remote
Mid Level
3+ years expGeneral Motors is a company committed to enhancing customer experience through actionable insights derived from customer feedback. The CSIA Analyst role focuses on analyzing survey and interaction data to inform product roadmaps and improve customer experience, while partnering with various business units to drive performance improvements.
Electric VehicleTransportationManufacturingAutomotiveInformation TechnologyInformation Services
No H1B
Responsibilities
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
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
Qualification
Required
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
Preferred
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
Company
General Motors
General Motors is an automotive company that designs, produces, markets, and distributes vehicles and vehicle parts.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$8.51BKey Investors
US Department of Energy
2025-05-05Post Ipo Debt· $2B
2024-10-31Grant· $8M
2024-07-11Grant· $500M
Leadership Team
Mary Barra
Chair and Chief Executive Officer
Tony Cervone
Senior Vice President, Global Communications
Recent News
2026-02-12
Company data provided by crunchbase