CX Strategy Analyst
CX Strategy Analyst
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Job Description
About Us
Lead. Grow. Transform.
Ford Australia is constantly evolving and innovating committed to delivering smarter more connected vehicles for all Australians now and for generations to come.
Looking ahead Ford is excited about the future. With an expanding vehicle lineup growing digital services and a strong dealer network they are well-positioned to support Australian businesses in new ways.
As Australias largest automotive OEM employer we proudly have around 1500 talented engineers designers and specialists working across five Victorian sites. Crucially Australia is a key global development hub for Ford and their local design and engineering team lead the creation of vehicles including the Ranger Ranger Raptor and Everest models sold in around 180 markets worldwide.
Complementing this technical network Ford Australias National Sales Company (NSC) located in Richmond is the central hub for commercial and customer engagement activities across the country.
Why Ford
For a century weve been a driving force across Australia building a legacy that truly speaks for itself. Leading the way the Ranger continues its rein as Australias No. 1 Selling Vehicle and our iconic Mustang proudly holds its position as Australias No. 1 Sports Car.
These remarkable achievements are a testament to our unwavering commitment to innovation and a customer-focused approach that has delivered success across our entire lineup giving us so much to be excited about! But we believe we do more than just build award-winning vehicleswe build careers.
- Discounted lease car options.
- Multiple Employee Resource Groups Ford Pride Women of Ford and Ford Empowering Diverse Abilities.
- Flexible Work Arrangements.
- Growth and development opportunities via internal and external training.
- Paid parental leave from day 1.
- Comprehensive Employee Assist Program.
- Wellness Programs including Free Flu Vaccinations and Health Checks.
- Paid volunteer days.
About the Role
At Ford we are driven by customer needs and expectations relentlessly craftingworld-class experiencesthat inspire satisfaction loyalty and advocacy. Were seeking ahighly capable CX professional a true digital native who thrives in ambiguity and embraces a fast-paced environment. This dynamic role demands a unique blend of strategic thinking robust project management sharp analytical skills exceptional collaboration and a profound understanding of the end-to-end customer journey. As ourCX Strategy Analyst you will leverage deep customer-driven insights to develop impactful recommendations that enhance our online and in-person experiences across every touchpoint.
This position reports directly to the IMG CX Director based in Thailand. This role will be based in Australia at our National Sales Company based in Richmond Melbourne. The role operates under a hybrid work arrangement requiring four days in the office.
At Ford we are driven by customer needs and expectations relentlessly craftingworld-class experiencesthat inspire satisfaction loyalty and advocacy. Were seeking ahighly capable CX professional a true digital native who thrives in ambiguity and embraces a fast-paced environment. This dynamic role demands a unique blend of strategic thinking robust project management sharp analytical skills exceptional collaboration and a profound understanding of the end-to-end customer journey. As ourCX Strategy Analyst you will leverage deep customer-driven insights to develop impactful recommendations that enhance our online and in-person experiences across every touchpoint.
This position reports directly to the IMG CX Director based in Thailand. This role will be based in Australia at our National Sales Company based in Richmond Melbourne. The role operates under a hybrid work arrangement requiring four days in the office.
Responsibilities
Customer Insights & Analysis:
- Proactively gather and rigorously analysereal-time customer feedback industry benchmarks and mystery shopping data to generate deep actionable insights that drive continuous improvement of existing experiences and identify opportunities for innovative new ones.
- Regularly engage directlywith customers and dealers to gain firsthand understanding of their evolving experiences and needs meticulously documenting and synthesizing findings to inform strategic direction.
Experience Strategy & Recommendation:
- Translate comprehensive customer understanding and analytical insightsinto clear compelling and actionable experience recommendations designed for seamless implementation across various markets across our region.
- Contribute significantlyto the development of strategic proposals aimed at enhancing the end-to-end customer journey ensuring robust alignment with overarching business objectives and critical customer needs.
Execution & Delivery:
- Lead the data collection and analysisnecessary to build robust business cases clearly demonstrating the long-term viability and compelling return on investment (ROI) of proposed CX initiatives.
- Cultivate strong effective collaborationwith cross-functional teams and market CX teams ensuring seamless integration and successful execution of CX initiatives across the entire organization.
- Drive rigorous project management principles taking full ownership of the development of clear detailed project plans schedules and robust tracking mechanisms to ensure timely and on-budget delivery.
- Actively contribute to the PDCA (Plan-Do-Check-Act) Cycleby meticulously tracking progress against defined success metrics collecting data for continuous optimization and supporting agile strategy adjustments to deliver iterative and efficient value to customers.
Qualifications
About You
- Bachelors degree.
- Equivalent 5 years experience in customer experience management with a proven track record of successfully managing projects and implementing customer-centric strategies.
- Automotive industry preferred.
- A digital native mindset and a passion for leveraging technology to enhance customer experience
If you want to be a part of this challenging and rewarding transformation Apply Now.
Equal Opportunity
Ford Australia is committed to building an inclusive work environment and welcome applications from First Nations LGBTQI culturally and linguistically diverse backgrounds people with disability and people across all life stages.
All qualified applicants will receive consideration for employment and all effort will be made to ensure diverse interviewers.
If you require any support or adjustments to the recruitment process please contact our Talent and Inclusion Lead Sarah at .
Applicants must be legally authorised to work in Australia. Verification of employment eligibility will be required at the time of hire.
---Applications will close on Friday 10 October 2025 however please do not delay your application as interviews may commence before this date---
Please note due to the high numbers of applications we will only be able to contact shortlisted candidates.
*Ford Motor Company of Australia Pty Limited ACN(Ford) is collecting your personal information in order to consider you for a role at Ford.Ford may also collect personal information about you from third parties such as refereess and recruitment agencies for this purpose.Ford may disclose your personal information to its related companies and third party service providers for purposes such as screening and background checks aptitude testing and health and safety and human resources management activities.Fords privacy policy (available at) states how you can seek to access or correct any personal information Ford holds about you how to complain about a privacy breach by Ford and how Ford will deal with a privacy complaint. You can contact Ford at 13 FORD (13 36 73) or via the contact details set out in Fords privacy policy.
Required Experience:
IC
Employment Type
Full-Time
