Business Analyst II - Customer Contact Center - General Motors Insurance

Responsibilities

The Business Analyst II designs and maintains dashboards, automated reporting solutions, and performance scorecards to provide actionable insights into Contact Center operations. They collaborate cross-functionally to analyze complex data sets, identify trends, and support strategic decision-making through data-driven recommendations.

Requirements

Candidates must have at least 3 years of experience with data mining and query tools, along with 2 years of SQL development and data analysis experience. A bachelor's degree in a related field is required, and proficiency in Power BI, Excel, and statistical tools like Python or SPSS is essential.

Skills

• Power BI
• Microsoft Excel
• SQL
• ETL
• Data modeling
• Python
• SPSS
• Data mining
• Statistical analysis
• Data visualization
• Reporting
• Performance scorecards
• KPI analysis
• Problem-solving
• Critical thinking
• Communication

Benefits

• 401k matching
• Bonding leave for new parents
• Tuition assistance
• Training
• GM employee auto discount
• Community service pay
• Health benefits

About this role

Why General Motors Insurance?

Working at General Motors Insurance is a chance to help reinvent what insurance
feels like for GM drivers — standing at the intersection of the larger GM
enterprise and a growth business focused on safeguarding the GM consumer and
their vehicles. Inside the enterprise, General Motors Insurance is a strategic
growth initiative, which means your ideas directly shape the blueprint of an
emerging business and its momentum.

Powered by unique insights from GM’s connected technology, you’ll transform
vehicle and driving insights into a seamless, connected user experience that
rewards safer driving and simplifies every step—from quote to policy servicing
to claims.

You’ll collaborate across GM’s ecosystem of companies, build products and
processes at the foundational phase of a rapidly scaling organization, and see
your work land in the hands of real customers fast. It’s the kind of environment
where curiosity and execution thrive together: experiment, iterate, and ship
solutions that reduce the total cost of ownership while elevating confidence on
the road. Most of all, you’ll contribute to a new enterprise business that’s
creating tangible value for consumers nationwide — showing how insurance, when
truly connected, can become a loyal companion to every GM journey.

RESPONSIBILITIES

About the role

The Business Analyst II supports Contact Center operations by designing,
developing, and maintaining dashboards, automated reporting solutions, and
performance scorecards that deliver actionable insights into operational
performance, customer experience, and business outcomes. This role analyzes
complex data sets to identify trends, risks, and opportunities, translating
findings into strategic recommendations that support informed decision-making
and continuous improvement initiatives. The Analyst collaborates
cross-functionally with business partners and stakeholders to gather
requirements, interpret data, and deliver reporting and analytics solutions that
drive operational efficiency, performance optimization, and organizational
success.

In this role you will:

* Contribute to the design, development, and implementation of Contact Center
reporting and analytics solutions.
* Perform qualitative and quantitative analyses of key performance indicators
(KPIs) to deliver actionable insights to stakeholders.
* Administer potential Contact Center bonus and incentive programs by
developing performance scorecards, validating results, and ensuring reporting
accuracy.
* Establish reporting standards and documentation to ensure the accuracy,
consistency, and integrity of Contact Center data.
* Work cross-functionally with all departments to gather requirements,
interpret data, and provide reporting and analytics that support operational
and business objectives.

QUALIFICATIONS

What makes you an ideal candidate?

* Advanced experience with Power BI, including dashboard development, automated
reporting, and executive-level data visualization.
* Advanced proficiency in Microsoft Excel, including complex formulas, data
analysis, and reporting.
* Advanced knowledge of SQL, ETL processes, and data modeling.
* Experience with statistical analysis and analytical tools such as Python or
SPSS.
* Strong understanding of relational databases, data warehouses, data mining,
and data analysis techniques.
* Working knowledge of technical systems and data architecture.
* Ability to collect, analyze, interpret, and present data in the form of
executive summaries and business insights.
* Ability to identify, analyze, and recommend solutions to complex business and
technical problems.
* Ability to translate business objectives into analytical and technical
solutions.
* Advanced quantitative and analytical skills, with the ability to apply
statistical and financial concepts to business decision-making.
* Strong attention to detail and commitment to data accuracy.
* Excellent organizational, prioritization, time management, and follow-up
skills.
* Excellent problem-solving and critical-thinking abilities.
* Strong presentation, verbal, and written communication skills.

Experience & Education

* 3+ years of experience with data mining and query tools required.
* 2+ years of SQL development and data analysis experience required.
* 1+ years of experience with Python and/or SPSS preferred.
* Contact Center Analytics experience preferred.
* Bachelor’s Degree in related field or equivalent work experience required.

What We Offer: Generous benefits package available on day one to include: 401K
matching, bonding leave for new parents (12 weeks, 100% paid), tuition
assistance, training, GM employee auto discount, community service pay and nine
company holidays.

Our Culture: Our team members define and shape our culture — an environment that
welcomes innovative ideas, fosters integrity, and creates a sense of community
and belonging. Here we do more than work — we thrive.

Compensation: Competitive pay and bonus eligibility.

Work Life Balance: 100% remote

The base range for this role is: $61,000-$110,000

At GM Financial, we strive for transparency in all aspects of our business,
including pay equity. This is the GM Financial pay range for this role and job
level. The exact salary and compensation will vary based on factors like
knowledge, skills, experience, and education.

This role is eligible to participate in a performance-based incentive plan.
Full-time employees are eligible to participate in health benefits on day one of
employment. 

#GMFJobs #LI-Remote #LI-CR1

About GM Financial

Motor Vehicle Manufacturing · 10,001+ employees · headquartered in Detroit, Michigan