CX Senior Measurement Analyst

Description

Ignited by customer needs and expectations at Ford we are creating world-class experiences that customers love ultimately driving satisfaction loyalty and advocacy.

We are seeking a highly analytical structured and collaborative professional to serve as the CX Senior Measurement this critical role you will have dual responsibility: leading the data analysis and reporting that directly informs our CX strategy and owning the health and evolution of IMGs CX measurement systems.

Responsibilities

• Strategic Data Analysis Reporting & Insights: Generate the intelligence that measures Fords current customer experiences and shapes our future experiences. This includes:
• Owning the generation of regular reporting and deep-dive analyses across IMG markets to evaluate experience performance.
• Translating complex customer feedback survey data and competitive benchmarks into clear actionable insights that directly inform and drive our CX strategy.
• Developing and delivering compelling executive-ready presentations to senior leadership to support strategic decision-making.
• System Ownership Issue Resolution & Change Management: Take full accountability for the integrity and capability of our measurement platforms. This includes:
• Managing the end-to-end lifecycle of all CX measurement system issues change requests and platform enhancementsfrom initial identification and root-cause analysis through to final testing and resolution.
• Managing partnerships with internal teams markets and external suppliers to drive platform deliverables resolve system issues and optimize platform performance.
• Cross-Functional Collaboration & Governance: Align global stakeholders and maintain operational standards. This includes:
• Partnering with market leads (Australia South Africa Thailand Vietnam) and cross-functional teams (FCSD GDIA) to align on measurement standards and share insights.
• Managing the CX IMG budget tracking Purchase Orders (POs) and administering key compliance/repository platforms (MCRP SharePoint).

Qualifications

• Bachelors degree (or equivalent experience).
• 6 years of experience in data analytics and reporting with a proven track record of translating complex data into clear strategic insights and executive presentations.
• 5 years of experience managing systems platforms or complex processes (specifically identifying root-causing and resolving issues and system changes).
• Prior experience working with Medallia or similar enterprise CX platforms is highly desirable.
• Highly organized with the ability to manage multiple workstreams and stakeholders in a fast-paced environment.
• Strong communication and collaboration skills to influence diverse global teams across multiple time zones.

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1