Analytics & Insights Manager

Ford • Dearborn, MI

1d • $115,500 - $218,100 • Hybrid

About The Position

The Business Analytics Manager is a strategic and analytical leader responsible for creating and utilizing complex business and customer insights to drive key FCSD goals: Increasing Loyalty, Reducing Repair Order (RO) duration, and Increasing Growth (Revenue). This role serves as the voice of the customer, leveraging vehicle service data. You will collaborate extensively with our data analytics partners to articulate findings, and influence cross-functional teams to implement strategies that enhance loyalty and ensure customers return for their vehicle's service needs throughout its lifecycle and, ultimately, purchase another Ford or Lincoln vehicle.

Requirements

• Bachelor's degree in Data Science, Statistics, Computer Science, Operations Research, Applied Mathematics, Economics, or a related quantitative engineering field
• 5+ years of progressive experience as a Data Scientist or Analyst, preferably in the automotive industry or a related customer service/parts environment.
• 5+ years of experience in the automotive industry or a related customer service/parts environment.
• 3+ years of experience with advanced SQL skills for querying and feature engineering on massive, multi-source datasets.
• 3+ years of experience hands-on experience with Google Cloud Platform (GCP) environment, including Google Big Query, Vertex AI, Cloud Storage, and AutoML.

Nice To Haves

• Master’s degree preferred.
• Advanced Programming: Expert-level proficiency in Python or R for data manipulation, statistical analysis, and machine learning

Responsibilities

• Collaborate with the Business Owners, Data Analysts and Field to develop, document, and gain cross-functional alignment on a Near & Far Customer Success strategy roadmap, specifically defining critical success factors for achieving 2030 FCSD goals
• Complete comprehensive analysis of Repair Order data and translate to business insights – being the bridge between analytics and business, enabling teams to drive service performance improvements.
• Employ and interpret data science models and outputs (e.g., churn prediction, segmentation) to understand customer behavior and predict service retention likelihood, telling the story for impact and actioning
• Identify emerging business and customer behavior trends, pain points, and opportunities for enhancing the business and customer success, specifically related to vehicle service.
• Act as the primary interpreter of customer sentiment and behavior across all data sources to uncover "why" customers behave the way they do
• 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

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: Manager