Analista de Customer Experience (CX) at General Motors

São Caetano do Sul, Sao Paulo, Brazil

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

AutomotiveIndustries

Requirements

Formação superior completa em Administração, Marketing, Economia, Engenharia ou áreas correlatas
Inglês mínimo intermediário
Experiência mandatória em análise da jornada do cliente (Customer Experience) em qualquer segmento industrial ou serviços
Experiência mandatória em análise de NPS
Conhecimento técnico em ferramentas de análise de dados, apresentação e bancos de dados (ex: PowerPoint, Excel, Power BI)

Responsibilities

Acompanhar e coordenar o monitoramento do indicador Net Promoter Score (NPS), com estudos de satisfação do cliente da rede de concessionárias de acordo com as políticas definidas pela Companhia
Desenvolver e implementar melhorias nos processos de atendimento em Vendas, Pós-Vendas, OnStar ou outra área correlata
Apoiar a rede de concessionárias e o time de campo com capacitação sobre NPS, KPIs e ferramentas de análise de dados
Desenvolver e manter relatórios executivos de desempenho com dados estratégicos para apresentação à diretoria
Implementar ações corretivas baseadas em análise de causa raiz, otimizando a integridade das bases de dados e aumentando a confiabilidade das métricas
Planejar e executar eventos regionais e visitas técnicas para engajamento da rede e alinhamento de estratégias de experiência do cliente
Redigir comunicados internos e externos com foco em alinhamento estratégico e disseminação da cultura de excelência no atendimento

Skills

NPS

Customer Experience

Power BI

Excel

PowerPoint

Análise de Dados

Customer Journey

KPIs

General Motors

Designs, manufactures, and sells vehicles

About General Motors

General Motors designs, manufactures, and sells vehicles and vehicle parts, catering to individual consumers, businesses, and government entities. The company operates in both traditional internal combustion engine vehicles and the growing electric vehicle (EV) market, generating revenue through vehicle sales and financing services. GM stands out from competitors with its commitment to community service, sustainability, and diversity, as evidenced by a majority female Board of Directors. The company's goal is to balance traditional automotive manufacturing with technological advancements in electric and autonomous vehicles.

Detroit, MichiganHeadquarters

1908Year Founded

$486.7MTotal Funding

IPOCompany Stage

Automotive & Transportation, Financial ServicesIndustries

10,001+Employees

Benefits

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Company Match

401(k) Retirement Plan

Tuition Reimbursement

Student Loan Assistance

Flexible Work Hours

Discount on GM vehicles

Risks

Shutting down Cruise Robotaxi may affect investor confidence in GM's AV strategy.

Chevrolet Equinox EV recall could harm GM's safety reputation.

Leadership transition in design may disrupt continuity and brand identity.

Differentiation

GM's Dynamic Fuel Management system enhances fuel efficiency in traditional vehicles.

GM leads in board diversity with 55% women directors.

GM's pivot to personal autonomous vehicles aligns with consumer trends.

Upsides

Partnership with Nvidia boosts GM's autonomous vehicle technology capabilities.

Collaboration with ChargePoint expands EV charging infrastructure, enhancing consumer appeal.

Bryan Nesbitt's appointment as design head may bring innovation to GM's vehicle design.

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