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Global Ford Guest Experience Program Analyst

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?

Our Global Dealer Engagement team builds successful partnerships with our 9,500 dealers and helps them unlock their full potential and increase customer satisfaction. We focus on training and productivity, governance, customer sentiment, diversity, community, retail excellence, systems and process modernization, and rewards and recognition to help our dealers differentiate themselves from the competition and maximize their strengths.

What you'll do...

As part of the Global Dealer Engagement and training organization, the Global Ford Guest Experience Program Analyst supports the Global FGE team in implementing key Learning & Development strategic initiatives. Responsibilities include working with the Global FGE Coordinator and supplier partners to maintain key FGE platforms and cloud-based services for the Global FGE Program, including, but not limited to, website management, program enrollment, dashboard administration and a host of other duties to ensure excellent end user experiences. This position also assists the FGE Content & Curriculum Manager with the development and coordination of FGE strategy, curriculum, tools, guides, learning systems and market training events covering the following Regions/Markets:

• North America (US, Canada, Mexico)

• South America (priority markets: Brazil, Argentina)

• Europe (priority markets: UK, Germany, France, Spain, Italy)

• IMG (priority markets: United Arab Emirates (UAE), Australia, South Africa, Thailand)

• China

Salesforce Administrator

• Create and maintain users in Service Cloud and Experience Cloud

• Manage FGE Program Enrollment

• Create new FGE program dashboard for enrollments to be stored

• Create new reports/dashboards to capture new year data.

• Archive previous year’s data

• Load enrollment for regions via data loader

• Immediately and effectively respond to cases opened by Global leads and representatives

• Maintain CX Toolkit, upload content and publish articles

• Medallia Administrator

• Maintain and audit all new and current platform users

• Research user issues to properly escalate to Medallia, if need be

• Maintain Platform- ensure filters are accurate and in working order, ensure modules are populating as they should

• Educate users on nuances of Survey Administration

• Relationship and Ad Hoc Surveys - Manage and submit master list

Communication and Program Escalations

• Responsible for clear communication to the Global leads, Program Managers and FGE Representatives

• Manage all program and generic email addresses for various platforms

• Main point of contact for all enrollment related issues

• Training

• Support Global FGE Team efforts and assist with coordinating overall training resources, including Global tools and systems

• Provide field teams with training and tools necessary to enhance their skills to improve program enrollment and management, as requested

• Present at yearly Global FGE Summit, monthly meetings, and ad hoc training sessions as needed

• Governance

• Support team governance, including global meeting scheduling, meeting minutes, and next steps

• Support Global FGE Coordinator with internal/external systems connectivity

• Additional Ad hoc requests, as required

Key Leadership Behaviors

• Team oriented, Strategic Thinker, Effective Communicator, Proactive Leader, Influencer, Curious, Creative, Organized, Active listener, Collaborative, Open to new and innovative ideas, Smart Work Ethic, Data oriented

Skills:

• Provide exceptional guest service at every interaction

• Understand how to own the guest experience from beginning to end including the ability to make on the spot decisions to delight the guest

• Excellent communication skills both verbal and written

• Savvy and demonstrate creative solutions

• Ability to adapt communication style to fit the style of others

• Ability to diagnose issues quickly and resolve with patience and empathy

• Ability to work well under pressure

• Active listening skills

• Strong organizational, time management, planning and problem solving skills

• Self-sufficient, resourceful and works well with minimum supervision

You'll have...

• Bachelor’s Degree Required

• 3+ years’ experience in training, CX, Marketing, Sales, Customer Service or any combination thereof

• 3+ years of experience dealership operations

Even better, you may have...

• Master’s degree

• 10+ years’ experience in training, CX, Marketing, Sales, Customer Service or any combination thereof

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!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• 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.

For a detailed look at our benefits, click here:

https://fordcareers.co/GSRnon-HTHD

This position is a salary grade 7.

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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Requisition ID : 31542