About this role
Drive the identification of requirements, evaluate real-time data to pinpoint substandard processes, and lead the development of forward-thinking recommendations to enhance efficiency and productivity. Apply technical proficiency in automotive engineering to analyze complex vehicle data, optimize VIN enrollment processes, and translate technical requirements into actionable insights for CRM and other critical business systems. Utilize strong analytical skills to manage vehicle-specific data, identify process performance areas, and monitor/measure the effectiveness of processes through strong data analytics and KPIs. Create and implement precise management plans for all projects, ensuring transparency and performing quality assurance at every stage of business improvement. Develop in-depth knowledge of the Ford Pro ecosystem, integrating data and systems across the new tech stack (Pro360, Salesforce, Marketplace) to support a unified go-to-market approach. Build new Customer Success campaigns, map customer journeys, and develop/design internal process mapping to significantly enhance the Ford Pro customer experience. Document, maintain, and support system requests through a governed intake process, create Business Process Management System (BPMS) specifications, and author/update essential internal and external documentation. Partner effectively with various Ford Pro stakeholders, communicating efficiently with production, managerial, and executive teams, and developing relationships for optimized systems integration. Develop and share weekly/monthly leadership reports, articulate system requirements, and respond to questions and concerns from management with supporting research and recommendations. Demonstrate strong teamwork, proactivity, conscientiousness, and the ability to manage multiple workstreams and prioritize independently, while being open to feedback and challenges. Established and active employee resource groups Bachelor's Degree 3+ years of proven experience in a customer journey mapping, process mapping, analytics and process development capacity 3+ years of strong Customer Experience and SaaS Operations experience 2+ years of proven analytical experience and advanced understanding of business functions, workflows and processes 1+ year of experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools Technical proficiency in automotive engineering principles High technical aptitude Practical experience generating process documentation and reporting High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers Excellent organizational, leadership, communication, presentation, listening and interpersonal skills Ability to navigate political arenas with ease as well as persuade, influence and sell change effectively while projecting a professional image Adaptability and flexibility
Other facts
About Ford
We don't just make history -- we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.
Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet. We are here to provide the means for every person to move and pursue their dreams, serving as a bridge between personal freedom and the future of mobility. In that pursuit, our 186,000 employees around the world help to set the pace of innovation every day.
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What you'll do
- The Business Analyst will identify requirements and evaluate data to improve processes and productivity. They will also develop recommendations and manage vehicle-specific data to enhance the customer experience.
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