CX Service and Analytics Designer

Ford • Dearborn, MI

22d • $104,770 - $179,119 • Hybrid

About The Position

At Ford Motor Company, we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrow’s transportation.
Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.
What you’ll be able to do:
Note, this is a hybrid position whereby the employee will work both from home and from the aforementioned worksite. Hence, the employee must live within a reasonable commuting distance from the worksite. Enhance the user experience by advancing IT and enterprise technology features. Integrate innovative, strategic, human-centered thought within the overall employee technology experience portfolio. Practice Design Thinking to provide strategy direction to engineering teams of behalf of the user, as well as provide data-driven Customer Experience (CX) research. Propose, design, develop, and execute self-guided CX research, including design of CX measurement systems and analysis of resulting data, which will support Ford's global workforce. Apply Design Thinking principles to address problems with user centricity, monitor CX and UX Metrics and Analytics, and leverage relevant data to advise decision making and strategic approach.

Requirements

• Master’s degree or foreign equivalent in Information, UX Research/Design, Computer Science, Information Science/Studies, Human Computer Interaction or a related field and 3 years of experience in the job offered or a related occupation.
• 3 years of experience with Leveraging user experience design to design user journeys, wireframes and prototypes, and subsequently test and iterate on solutions.
• 3 years of experience with Utilizing data design and data analysis to identify key data sources, normalize data types and architect solutions to combine disparate data sets.
• 3 years of experience with Performing user and customer research using user interviews, usability testing, surveys and other techniques along with tools including Figma, Sketch, Miro or UserZoom to understand user needs, behaviors and pain points.
• 3 years of experience with Communicating key insights via data visualization and storytelling via tools including Miro, Medallia, QlikSense or Qualtrics to simplify understanding of complex data as well as provide a clear narrative to drive action.
• 3 years of experience with Conducting focused stakeholder engagement using stakeholder mapping sessions, prioritization matrices and other methodologies to understand business priorities, potential risks and overall strategy that are driving current and future workstreams.
• 2 years of experience with Utilizing software development tools including Python, SQL or cloud computing to organize and extract knowledge from data, including performing statistical analysis and building data driven applications.
• 2 years of experience with Leveraging design prototyping to create experimental models of a proposed solution in order to test feasibility, gather feedback and refine the product or service prior to full development.

Responsibilities

• Enhance the user experience by advancing IT and enterprise technology features.
• Integrate innovative, strategic, human-centered thought within the overall employee technology experience portfolio.
• Practice Design Thinking to provide strategy direction to engineering teams of behalf of the user, as well as provide data-driven Customer Experience (CX) research.
• Propose, design, develop, and execute self-guided CX research, including design of CX measurement systems and analysis of resulting data, which will support Ford's global workforce.
• Apply Design Thinking principles to address problems with user centricity, monitor CX and UX Metrics and Analytics, and leverage relevant data to advise decision making and strategic approach.

Benefits

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care 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