Sr Specialist CX Management

Job Description

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters.

This position will be posted until filled.

Responsibilities

About the role:

The IO CX Management Senior Specialist (P4) owns the operational administration, governance, data strategy, quality, and analytical enablement of the International Operations (IO) Voice of the Customer (VoC) ecosystem.

The position will combine advanced analytics with experience and operational data to transform structured and unstructured customer feedback into statistical findings and actionable insights that inform priorities, strengthen decision-making, and improve customer and business outcomes.

Also, it serves as the technical and analytical expert for Qualtrics XM Engage and XM Discover, related reporting platforms, and the controlled integration of experience, operational, digital, and conversational data. With solid understanding of data sources, data flows, data architecture and tools, it establishes and strengths the data strategy, data standards and data governance to be aligned with the corporate policies and standards.

The role directs cross-functional delivery without requiring formal authority, manages risks and dependencies, coaches platform users and analytical partners, and is accountable for the reliability, scalability, adoption, and continuous improvement of CXM data products and platforms across IO markets.

In This Role You Will

• CXM Data Strategy and Governance

Own and execute the VoC data strategy roadmap, translating the approved CXM strategy into governed capabilities, milestones, controls, and measurable outcomes across IO markets.

Establish and maintain standards for VoC data architecture, taxonomy, metadata, metric definitions, access, retention, lineage, documentation, and change control.

Integrate experience data with operational, digital, transactional, and conversational inputs to improve insight quality and enable Qualtrics as the controlled source of truth for VoC.

Lead structured pilots of modern data and AI capabilities, including Databricks and Qualtrics AI, with documented use cases, validation criteria, risks, controls, and adoption recommendations.

Partner with CX IO, IT, Business Intelligence, Privacy, Compliance, Legal, vendors, and operational/functional teams to resolve dependencies and ensure compliant, scalable solutions.

Develop and maintain VoC dashboards and insights reporting to the management team across all international markets.

• Qualtrics and Reporting Platforms Administration

Serve as the senior administrator and product owner for Qualtrics XM Engage and XM Discover, including configuration standards, user access, roles, directories, workflows, dashboards, distributions, text analytics, and release/change governance.

Own platform health routines, usage monitoring, issue logs, enhancement backlog, vendor escalation, license utilization, and business continuity controls.

Design and govern survey and reporting solutions across relational and transactional programs, ensuring consistent triggers, questionnaires, embedded data, routing, notifications, close-the-loop workflows, and market comparability.

Evaluate new platform capabilities and recommend adoption based on business value, technical feasibility, risk, data quality, and operating impact.

Create and maintain technical documentation, configuration inventories, process maps, data dictionaries, operating procedures, and audit evidence.

Own business configuration and governance decisions for the CXM platform ecosystem within approved enterprise policies and technical guardrails.

• Data Quality, Controls and Reporting

Own scheduled survey, platform, data, and reporting quality assurance, including, weekly, monthly QA before report distribution, documented evidence, issue tracking, root-cause analysis, corrective actions, and prevention controls.

Collaborate with Business Intelligence and IT to maintain Customer Data Platform including new enhancements that might be required by the business.

Establish reconciliation and validation controls across source data, Qualtrics, Power BI, dashboards, recurring reports, and distributed outputs.

Develop and maintain role-based dashboards and executive reporting that provide reliable self-service visibility while reducing manual production and inconsistent interpretation.

Define service levels, quality thresholds, escalation paths, and performance measures for critical VoC data and platform processes.

Identify control gaps and lead corrective improvements to protect the accuracy, confidentiality, availability, and traceability of customer feedback data.

Escalate material data, platform, compliance, vendor, or delivery risks and recommend corrective action.

• Advanced Analytics and Customer Intelligence

Lead analysis of NPS, OSAT, CES, IRR, and other experience measures using statistically valid methods that distinguish directional findings from decision-grade evidence.

Develop and standardize driver-impact analysis, regression or key-driver models, segmentation, forecasting, experimentation, and impact estimation to identify the customer experience improvements that matter most.

Define analytical standards and determine whether results are sufficiently reliable for reporting, prioritization, or executive decision-making.

Build a consistent text analytics discipline using common taxonomies, topic modeling, sentiment, and root-cause analysis across open-text, chat, messaging, and call or conversation inputs.

Analyze complex datasets using SQL, Python, R, SAS/JMP, Excel, Power BI, or equivalent tools; automate repeatable data preparation, validation, analysis, and reporting where appropriate.

Present technical methods, limitations, findings, and recommendations in plain language for executives, markets, operations, and cross-functional teams.

• Projects, Initiatives and Stakeholder Management

Prioritize the CXM data and platform backlog based on strategic value, customer impact, risk, feasibility, capacity, and cross-market scalability.

Lead cross-functional workstreams and technical delivery through clear direction, operating routines, decision rights, milestones, risks, and accountability, including when contributors do not formally report to the role.

Participate in regular communications and meetings with the North American and IO Customer Experience teams, as well as branch level IO Stakeholders to ensure effective coordination between groups

Build networks with CXM leaders, market teams, IT, Data, Analytics, Digital, Operations, vendors, and Centers of Excellence to secure expertise and deliver shared objectives.

Coach and enable users on platform standards, data literacy, statistical interpretation, dashboard use, text analytics, and quality controls.

Communicate changes, address resistance, support adoption, and monitor whether new processes and capabilities deliver the intended results.

Provide concise updates on delivery, risks, decisions, platform health, data quality, adoption, and business impact to CXM leadership and stakeholders.

Qualifications

What makes You an ideal candidate?

• Advanced proficiency with enterprise experience-management platforms, such as Qualtrics (XM Engage and XM Discover), Medallia, or equivalent solutions (Mandatory).
• Advanced English (written and spoken)
• Strong written and verbal presentation skills; ability to communicate effectively with senior management and cross-functional teams.
• Advanced proficiency in Python, SQL, and JMP (Required).
• Advanced proficiency in Excel and Power BI (Required).
• Advanced knowledge of SAS and R (Preferred).
• VBA programming skills (Preferred).

Additional Knowledge And Skills

Working effectively within an AI enabled environment:

• Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
• Skills in evaluating AI outputs for accuracy, compliance, and bias
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

Work Experience & Education

• Bachelor’s degree in Statistics, Mathematics, Engineering, Computer Science, or related fields
• Master’s degree in Data Analytics, Finance, Statistics, Computer Science, or an MBA is preferred
• Hands-on experience working with systems, databases, data warehouses, and data extraction/manipulation (Required)
• Proven experience in quantitative analysis, variable transformation, statistical modeling, and Machine Learning (Required)
• +2 years of Experience in reporting solutions, Analytics and/ or business intelligence
• Solid assessment, quantitative, and problem-solving skills
• Experience querying and analyzing complex data sets
• Experience in Excel, SQL, PowerBi or other end-user reporting tool

GM Financial is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

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