Customer Experience Analyst at GM Financial in Toronto, ON, Canada
- Company: GM Financial
- Location: Toronto, ON, Canada
- Posted: Sep 18, 2026
- Type: Full-time
- Salary: $60,000-$75,000
- Experience: 4+ years
Overview
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, doc…
Responsibilities
- 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
Requirements
- 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
- 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
Benefits
- 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 environmentM
- 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.
- 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.
About 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.