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Added 50 mins ago
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McMaster (DeGroote School of Business) Recruitment Event - September 28, 2026
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GM Financial

Customer Experience Analyst

Toronto, ON, Canada

Job type: Full-time
Apply by: Oct 18, 2026
Posting language: English
Posted: Sep 18, 2026

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Original job description

Job Description

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors. We are a global provider of auto finance solutions. 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, we are looking for people who want to embark on an exciting career journey. 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.

Responsibilities

In this role you will:

Lead process improvement initiatives by reviewing policies and procedures, identifying compliance gaps, developing documentation and training materials, and supporting regulatory adherence.
Manage and support system enhancement projects, including requirements gathering, testing, implementation, documentation, milestone tracking, and stakeholder communications.
Provide training, guidance, and subject matter expertise to Customer Experience (CX) teams, including onboarding, quality monitoring, and rollout of new initiatives.
Partner with business stakeholders, vendors, Compliance, and IT teams to deliver customer experience projects and operational improvements.
Drive digital and self-service solutions by recommending and prioritizing projects, developing roadmaps, and supporting strategic initiatives.
Serve as the primary CX systems and process expert, providing recommendations, monitoring operational risks, and ensuring effective controls and compliance

Qualifications

What makes you an ideal candidate?

Strong knowledge of financial services, banking, and the auto finance industry
Advanced knowledge of GM Financial business operations, policies, procedures, systems, and applications
Proficient in Microsoft Office, computer applications, and internet-based tools
Strong analytical, problem-solving, and decision-making skills
Excellent verbal and written communication skills
Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment
Experience working with inbound call center technology
Strong attention to detail and commitment to accuracy and confidentiality
Ability to work independently with minimal supervision and exercise sound judgment
Collaborative team player with a strong customer service focus
Skilled at building relationships, presenting information, and responding effectively to stakeholder inquiries
Committed to quality, customer satisfaction, and corporate citizenship

Work Experience

2-4 years of increasing responsibility working in a professional office environment is required
Secondary school is required
College diploma or university degree in related field or equivalent work experience is required

What We Offer

Excellent Health, Vision and Dental Benefits.
Company Match program for RRSP contributions
Generous Paid Time Off (personal, vacation, sick, paid holidays)
Dynamic relationships between teams and leadership
Quarterly Volunteer Opportunities
Hybrid work schedule offered; ability to work a portion of your week from home

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.

Work Life Balance:  Flexible hybrid work environment M

This posting is for a vacancy.

The base range for this role is: $60,000-$75,000

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 after 30 days of employment.

Apply About employer

More about this job

Responsibilities

The Customer Experience Analyst will lead process improvement initiatives and manage system enhancement projects to drive operational efficiency. They will also provide subject matter expertise to CX teams and support the implementation of digital and self-service solutions.

Requirements

Candidates must have 2-4 years of professional experience and a college diploma or university degree in a related field. Strong knowledge of the auto finance industry, analytical skills, and proficiency in Microsoft Office are required.

Skills

Process improvement
Project management
Requirements gathering
Stakeholder communication
Customer experience
Data analysis
Problem-solving
Decision-making
Microsoft Office
Inbound call center technology
Regulatory compliance
Training
Documentation
Risk monitoring
Digital solutions

Benefits

Health benefits
Vision benefits
Dental benefits
RRSP company match
Paid time off
Paid holidays

Visa sponsorship

Not detected in the job text

Keywords

Auto finance
Customer experience
Process improvement
Compliance
Project management
System enhancement
Digital solutions
Self-service
Operational risk
Call center technology
Stakeholder management
Financial services
Banking
Microsoft Office
Training
Quality monitoring
Roadmap development
Data analysis
Documentation
Regulatory adherence

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