Customer Experience Analyst

Job Description

The Customer Experience Analyst – OnStar Vehicle Insights / Telemetry API is responsible for ensuring the systems, APIs, and data flows that support connected vehicle services are functioning reliably and delivering a high-quality end-to-end customer experience. This role requires strong technical understanding of application, platform, API, and telemetry interactions across the connected services ecosystem, with a focus on operational performance, service delivery, data quality, and issue resolution.

The individual in this role will work cross-functionally with product owners, engineering, IT development, operations, analytics, and business operations teams to monitor service health, investigate issues, validate system behavior, and improve platform performance. This role is suited for an intermediate professional who works with limited supervision, applies independent judgment on significant matters, coordinates across teams, and drives solutions and process improvements within their area and related functions as needed.

What You’ll Do

• Design, develop, and refine operational KPIs and performance metrics that measure service delivery, API health, telemetry flow, customer impact, and end-to-end platform performance for OnStar Vehicle Insights, and Telemetry API capabilities
• Build and maintain reporting, dashboards, and analytical tools that provide visibility into system performance, vehicle data quality, service usage, and customer experience trends
• Understand and document end-to-end system workflows, backend integrations, API interactions, telemetry ingestion patterns, and downstream data dependencies across the connected services ecosystem
• Investigate system, platform, and customer experience issues using logs, telemetry, database queries, and cross-system analysis to identify root cause and support resolution
• Perform technical validation of new features, telemetry data behaviors, platform changes, and defect fixes to ensure expected functionality and data integrity
• Establish and monitor service level objectives, operational thresholds, and data quality indicators across key dimensions such as accuracy, completeness, reliability, relevance, and timeliness
• Identify performance gaps, data anomalies, and operational risks, then recommend and help execute improvement actions with engineering and business partners
• Support technical customer cases by translating customer symptoms into technical findings and coordinating resolution across responsible teams
• Develop repeatable validation steps, operational runbooks, and analytical methods to improve troubleshooting speed and consistency
• Design and implement automation, scripts, or lightweight tools to reduce manual analysis and improve monitoring efficiency
• Work with engineering teams and subject matter experts to understand telemetry collection behaviors, API payloads, data contracts, and platform dependencies
• Contribute to requirements gathering, test strategy, deployment readiness, and post-launch monitoring for new or enhanced connected service capabilities
• Communicate findings, risks, and recommendations clearly to technical and non-technical stakeholders

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Data Engineering, Information Systems, or related technical field, or equivalent practical experience
• 3 to 5 years of experience in a technical, systems, analytics, platform operations, or connected services role
• Strong SQL and relational database experience, including the ability to analyze complex datasets and build queries for operational insights
• Experience working with APIs, microservices-based systems, and distributed application flows
• Familiarity with telemetry, event-based data, operational monitoring, and service performance analysis
• Experience with reporting and visualization tools such as Power BI or Tableau
• Working knowledge of one or more of the following: Azure, Databricks, Hadoop/Hive, Teradata, Oracle, Kafka, Python, PySpark, ELK, shell scripting, ETL processes, or cloud data platforms
• Understanding of system integration principles across client applications, web services, APIs, databases, and backend platforms
• Ability to investigate non-routine technical issues, assess alternatives, and recommend practical solutions
• Strong written and verbal communication skills, with the ability to explain technical findings to cross-functional audiences
• Strong organizational skills and ability to prioritize work with limited day-to-day direction
• Demonstrated analytical ability in environments where problems are moderately complex and require sound technical judgment

What Will Give You a Competitive Edge

• Experience supporting connected vehicle, telematics, or digital product ecosystems
• Experience with customer support escalation, service delivery, issue resolution, or product validation
• Familiarity with vehicle diagnostics, vehicle health, driving insights, mobile app integrations, or digital advisor platforms
• Experience building automated monitoring or data quality frameworks
• Familiarity with operational data stores, data marts, and cloud-based analytics architectures
• Exposure to problem-solving methodologies such as Lean, Six Sigma, ISO, or similar structured improvement frameworks

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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