We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

In this position...

Reporting to the Global Head of Customer Enablement, our business process analyst will seek out, develop, and help implement strategic initiatives for improved efficiency and productivity across Global Ford Pro. This role will act as an expert to perform analysis of organizations and design and model processes to drive world-class customer experience. The BPA’s primary goal is to assess business requirements, support business operations and reporting needs and make sure evidence-based recommendations to support improvements across the organization.

What you'll do...

• Drive identification of requirements across Ford Pro Pillars and identify substandard processes through evaluation of real-time data

• Service as thought leader for customer and technical business processes, develop forward-thinking process recommendations that promote increased efficiency and productivity on multiple levels

• Create and implement precise management plans for every project, with attention to transparency communication at all levels

• Perform, evaluate, and communicate through quality assurance at every stage of business improvement.

• Documenting, maintaining and supporting system requests via governed intake process requests through conducting business discovery and framing

• Gathering and processing data to identify process performance areas

• Gain in-depth knowledge of the FordPro ecosystem, bringing together data & systems within the new tech stack (Pro360, Salesforce, Marketplace) across all pillars to support a one-stop-shop go-to-market approach

• Responsible in building new Customer Success campaigns, mapping out the customer journey and enhancing experience for Ford Pro Customers and Ford Pro Solutions

• Develop and design Customer Journey and Internal Process Mapping

• Create and write Business Process Management System (BPMS) specifications to be used by supporting development team for process change and automation.

• Manage content across CRM, SharePoint and knowledge base

• Partner with other stakeholders across Ford Pro to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial and executive teams

• Evaluate, analyze, and communicate systems requirements on a continuing basis, and maintain processes, including the delivery of monthly status reports to all appropriate parties

• Monitor and measure the effectiveness of processes through strong data analytics

• Analyze key data analytics across operational and customer facing KPI

• Responsible to develop and share weekly and monthly leadership reporting

• Articulate, author and update internal and external documentation, and formally initiate and deliver requirements and documentation

• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations

To be successful in this role, you will be a:

• Strong team player who is willing to work cross functionally and adjust quickly to new objectives and information.

• Pro-active, conscientious worker able to prioritise and willing to take responsibility for and complete key assignments, sometimes with minimal supervision.

• Clear communicator, capable of articulating your point of view and asking the right questions to guide clear articulation from the business.

• Person who is open to feedback and seeking a fun, challenging professional challenge

• Able to manage multiple workstreams at once and prioritise independently based on feedback and requirements.

You'll have...

• 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

Even better, you may have...

• 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

• Accountability and execution oriented

• Curious/challenges the status quo

• Creativity and critical thinking skills

• Self-confidence and the ability to work independently

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

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 a detailed look at our benefits, click here: https://fordcareers.co/GSRnon-HTHD

This position is a salary grade 7.

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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Requisition ID : 33892