Customer and Business Analytics Manager

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In this position...
The Customer & 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 VIN Share (Service Loyalty) and Reducing Repair Order (RO) duration. This role serves as the voice of the customer leveraging vehicle service data. You will collaborate extensively with our data science partners to interpret advanced analytics articulate findings and influence cross-functional teams to implement strategies that enhance loyalty and ensure customers return for their vehicles service needs throughout its lifecycle and ultimately purchase another Ford or Lincoln vehicle.

What youll do...

Strategic Roadmap Development for VIN Share and RO Duration:

• Collaborate with the Field & Owner Retention Growth Manager to develop document and gain cross-functional alignment on a Near & Far Customer Success strategy roadmap specifically defining critical success factors for achieving 2030 VIN Share goals.
• Coordinate comprehensive analysis of Repair Order data enabling teams to drive reductions in RO Duration and improvements in service satisfaction feedback enabling increased service loyalty.
• Interpret data science models and outputs (e.g. churn prediction segmentation) to understand customer behavior and predict service retention likelihood.

Voice of Business and Customer Insights:

• 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.

Cross-Functional Influence & Storytelling:

• 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.

Youll have...

• Bachelors Degree
• 3-5 years experience Data performance metrics and analytics

Even better you may have...
Strategic Thinking & Business Acumen:

Understanding Business Objectives: Need to deeply understand the companys strategic goals (like the 2035 service retention target) and how customer insights can directly contribute to achieving them.

Connecting Dots: The ability to see how disparate pieces of customer data (from surveys repair orders contact center logs) fit together to form a holistic view of the customer journey and identify strategic opportunities or risks.

Prioritization: Knowing which insights are most critical to pursue given business priorities and resource constraints.

Customer Empathy & Behavioral Understanding for Business Success:

Why Behind the What: While data science can tell us what is happening (e.g. retention rates declining after a recall) we need to interpret the qualitative feedback from surveys and contact center interactions to understand why its happening. This involves a deep understanding of customer psychology and motivations.

Service Experience Understanding: The ability to visualize and understand the customer journey through all Service experience types (Customer Pay Warranty Recall).

Analytical & Interpretive Prowess (Leveraging Data Science Outputs):

Data Interpretation: We dont need to write complex algorithms but we must be able to understand and critically interpret the outputs of data science models (e.g. churn prediction scores correlation analyses segmentation clusters). What do these numbers mean for the customer experience

Trend Identification: The ability to spot patterns trends and anomalies in customer behavior and feedback over time.

Hypothesis Generation & Testing: Formulating hypotheses about customer behavior based on initial data observations and then working with data science to design tests or analyses to validate them.

Root Cause Analysis: Digging beyond superficial symptoms to identify the underlying reasons for customer satisfaction and behaviors combining quantitative and qualitative data from our business systems.

You may not check every box or your experience may look a little different from what weve 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 builderor 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 Years Day
Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits click here: position is a range of salary grades LL6.

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. 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 the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-KH2