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.Job DescriptionWhy 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 recent 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.ResponsibilitiesIn 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.QualificationsWhat makes you an ideal candidate?Strong knowledge of financial services, banking, and the auto finance industryAdvanced knowledge of GM Financial business operations, policies, procedures, systems, and applicationsProficient in Microsoft Office, computer applications, and internet-based toolsStrong analytical, problem-solving, and decision-making skillsExcellent verbal and written communication skillsProven ability to manage multiple priorities and meet deadlines in a fast-paced environmentExperience working with inbound call center technologyStrong attention to detail and commitment to accuracy and confidentialityAbility to work independently with minimal supervision and exercise sound judgmentCollaborative team player with a strong customer service focusSkilled at building relationships, presenting information, and responding effectively to stakeholder inquiriesCommitted to quality, customer satisfaction, and corporate citizenshipWork Experience2-4 years of increasing responsibility working in a professional office environment is requiredSecondary school is requiredCollege diploma or university degree in related field or equivalent work experience is requiredWhat We OfferExcellent Health, Vision and Dental Benefits.Company Match program for RRSP contributionsGenerous Paid Time Off (personal, vacation, sick, paid holidays)Dynamic relationships between teams and leadershipQuarterly Volunteer OpportunitiesHybrid work schedule offered; ability to work a portion of your week from homeOur CultureOur 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 BalanceFlexible hybrid work environment MThis posting is for a vacancy.The base range for this role is: $60,000-$75,000At 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.

📌 Customer Experience Analyst (Toronto)
🏢 GM Financial
📍 Toronto