DescriptionWhy 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.
ResponsibilitiesAbout 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 objecti