Business Analyst

Ford Motor • Detroit, MI

14d • Hybrid

About The Position

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 up time. 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 Customer Enablement Organization, 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.

Requirements

• 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

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees