Customer and Business Analytics Manager

Customer & Business Analytics Manager

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?

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 vehicle's service needs throughout its lifecycle and, ultimately, purchase another Ford or Lincoln vehicle.

Responsibilities

What you'll 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 :

Cross-Functional Influence & Storytelling :

Qualifications

You'll have...

Even better, you may have...

Strategic Thinking & Business Acumen :

Understanding Business Objectives : Need to deeply understand the company's 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 it's 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 don't 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 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 :

For more information on salary and benefits, click here.

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 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. 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.

Job Identification : 54259

Job Category : Customer Experience

Posting Date : 11 / 06 / 2025, 08 : 18 PM

Degree Level : Bachelor's Degree or equivalent

Job Schedule : Full time

Locations : 17333 Federal Dr, Allen Park, MI, 48101, US (Hybrid)

Remote : No