Business Analyst

Overview

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.

• 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.
• 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 (Pro
  360, 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 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 work streams and prioritize independently, while being open to feedback and challenges.

• 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

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!

• Immediate…