Customer Data Insights Analyst

Ford Motor Company
April 23, 2024
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Offerd Salary:Negotiation
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Contract Type:Other
Working Time:Negotigation
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Job Description

Reporting to the Global Head of Customer Enablement, the Customer Data Insights Analyst studies customer data and research to identify trends, key indicators, patterns, and insight to identify causes and opportunities leading to actual and desired KPIs. Analyzes customer service data to drive improvements and increase revenue. Support and develop dashboards and reporting to streamline customer enablement and success initiatives through performing regular material audits between various systems to facilitate standardization and process alignment. Assists in kicking off customer work streams by leveraging data analytics and CRM workflows for Success team to drive and capture customer activity. Being a customer Insights analyst uses market research and statistical methodologies and tools to perform analysis. Performs data collection, input, and aggregation processes to develop and maintain operational and customer data. Produces operational reporting for Senior Leadership across the business units and teams and initiates key workstreams where data integration and automation does not exist. CIA work is highly independent and will assume leadership through influence for work across the business. A specialist on complex customer, technical and business matters.

This role will be hybrid out of our Dearborn, MI office!

#LI-Hybrid

Responsibilities

Key responsibilities include:

  • Challenge analytical thinking within customer success, revenue growth and retention practices through tactical analytic plans and identify best practices.
  • Lead cross product analytics initiatives and projects.
  • Build understanding of big data and advanced analytics capability within Ford Pro and across the competitive landscape
  • Initiate, monitor, and report on key Customer Success processes (NPS, Utilization, Retention and Churn Management)
  • Develop and deliver weekly and monthly reporting scorecards and dashboards for leadership.
  • Support delivery of Ford Pro Intelligence & Charging reporting, Senior Management roll ups to ensure our FP Customer Enablement teams have visibility of the key metrics to drive weekly performance.
  • Promote personalized engagement and targeting efforts by utilizing all aspects of customer data, including customer segmentation, demographic and transactional data, customer's historical engagement and operational experience profile.
  • Lead or participate in Reporting & Analysis assignments and projects in other areas of Customer Success, Technical Support Contact Centre operations, Workforce Management, as required
  • Supporting the development of data-driven customer focused solutions working across teams within North America and Europe to meet customer's needs
  • Extracting, manipulating and analyzing data to provide critical insight, creating analytical solutions, deriving the insights and recommendations with a clear focus on delivering actionable insight
  • The insight generated will need to support the key strategic goals customer retention, NPS and customer growth through acquisition, cross- sell and retention, and customer segmentation.
  • Lead, manage and report on Customer Satisfaction Survey and Net Promoter Score practice through regular cadence and clear presentation of customer sentiment with a strong insightful view on performance improvements and shared successes.
  • Ability to tell a story through data with strong visual presentation through several presentation tools
  • Learn to collect, analyze, and visualize big data using analytics technologies
  • Design and develop dashboards as required and partner with Data teams to for requirements and supporting of departmental dashboards
  • Maintain and manage department, customer and performance metrics
  • Recommend key performance metrics to help drive additional insight
  • Uses the power of data to drive strategy, affect change, and solve complex challenges by collaborating with business leaders and other business owners.
  • Qualifications

    Qualifications

  • Bachelor's degree
  • 5+ 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
  • Proven analytical abilities and advanced understanding of business functions, workflows and processes
  • Guru in Excel, SQL and other data analytic tools
  • Excel in AI and for predictive insights
  • Strong data analysis and presentation skills
  • Experience and strong aptitude in SQL, databases, programming languages and analytic tools
  • 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
  • Accountability and execution oriented
  • Curious/challenges the status quo
  • Creativity and critical thinking skills
  • Self-confidence and the ability to work independently
  • 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 builderor all of the above? No matter what you choose, we offer a work life that works for you, including:

    • 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.

    For a detailed look at our benefits, click here: https: // fordcareers.co/GSRnon-HTHD

    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.

    #LI-Hybrid

    More Information on Ford Motor Company

    Ford Motor Company operates in the Automotive industry. The company is located in Dearborn, MI and Palo Alto, CA. Ford Motor Company was founded in 1903. It has 175633 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 182 open jobs at Ford Motor Company, click here.

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