Customer and Business Analytics Manager at Ford Global Career Site

Allen Park, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Thinking, Business Acumen, Data Interpretation, Trend Identification, Hypothesis Generation, Root Cause Analysis, Customer Empathy, Behavioral Understanding, Analytical Skills, Data Science Collaboration, Presentation Skills, Report Development, Dashboard Creation, Customer Journey Visualization, Service Experience Understanding, Critical Thinking

Industry

Motor Vehicle Manufacturing

Description

Strategic Roadmap Development for VIN Share and RO Duration: Collaborate with the Field & Owner Retention Growth Manager to develop, document, and gain cross-functional alignment on a Near & Far Customer Success strategy roadmap, specifically defining critical success factors for achieving 2030 VIN Share goals. Coordinate comprehensive analysis of Repair Order data, enabling teams to drive reductions in RO Duration and improvements in service satisfaction feedback enabling increased service loyalty. Interpret data science models and outputs (e.g., churn prediction, segmentation) to understand customer behavior and predict service retention likelihood. Collaborate with data science and analytics teams to define data requirements, validate findings, and ensure the accuracy and relevance of insights. Translate complex analytical findings and qualitative feedback into clear, compelling, and actionable narratives for diverse stakeholders, including senior leadership. Develop and deliver impactful presentations, reports, and dashboards that communicate key insights and recommendations to drive strategic decisions and operational improvements. Bachelor's Degree 3-5 years experience Data performance, metrics and analytics Strategic Thinking & Business Acumen: Understanding Business Objectives: Need to deeply understand the company's strategic goals (like the 2035 service retention target) and how customer insights can directly contribute to achieving them. Connecting Dots: The ability to see how disparate pieces of customer data (from surveys, repair orders, contact center logs) fit together to form a holistic view of the customer journey and identify strategic opportunities or risks. Prioritization: Knowing which insights are most critical to pursue given business priorities and resource constraints. Customer Empathy & Behavioral Understanding for Business Success: "Why" Behind the "What": While data science can tell us what is happening (e.g., retention rates declining after a recall), we need to interpret the qualitative feedback from surveys and contact center interactions to understand why it's happening. This involves a deep understanding of customer psychology and motivations. Service Experience Understanding: The ability to visualize and understand the customer journey through all Service experience types (Customer Pay, Warranty, Recall). Analytical & Interpretive Prowess (Leveraging Data Science Outputs): Data Interpretation: We don't need to write complex algorithms, but we must be able to understand and critically interpret the outputs of data science models (e.g., churn prediction scores, correlation analyses, segmentation clusters). What do these numbers mean for the customer experience? Trend Identification: The ability to spot patterns, trends, and anomalies in customer behavior and feedback over time. Hypothesis Generation & Testing: Formulating hypotheses about customer behavior based on initial data observations and then working with data science to design tests or analyses to validate them. Root Cause Analysis: Digging beyond superficial symptoms to identify the underlying reasons for customer satisfaction and behaviors, combining quantitative and qualitative data from our business systems. As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder or all of the above? No matter what you choose, we offer a work life that works for you, including: Immediate medical, dental, vision and prescription drug coverage Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more Vehicle discount program for employees and family members and management leases Tuition assistance Established and active employee resource groups Paid time off for individual and team community service A generous schedule of paid holidays, including the week between Christmas and New Year's Day Paid time off and the option to purchase additional vacation time. For more information on salary and benefits, click here: https://fordcareers.co/LL6SP1 This position is a range of salary grades LL6. Visa sponsorship is not available for this position. Verification of employment eligibility will be required at the time of hire.

Responsibilities

Develop and document a customer success strategy roadmap to achieve VIN Share goals by 2030. Analyze Repair Order data to improve service satisfaction and retention while translating complex findings into actionable insights for stakeholders.