UX/UI Tools Analyst- Ford Customer Service Division

Allen Park, MI

Full-time

Hybrid

Entry, Mid Level

Ford Motor Company is a global leader in automotive innovation and is seeking a UX/UI Tools Analyst to join their Customer Retention & Uptime Team. The role focuses on driving service experience innovation by developing and implementing digital tools strategies to enhance customer and dealer interactions.

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Responsibilities

Build dynamic tool integration tied to Operating Model
Create tools/dashboards to support Senior Leadership / Functional Team’s needs, using Smartsheet tool
Maintain an accurate record of the project/initiatives/experiences and analytics supporting data integrity, efficiencies and other metrics within the Center of Excellence team
Work closely with key FCSD PMO teams to ensure dashboard / action plan / objective alignment strategy
Support dynamic tool bowler integrations
Know and be able to explain the strategic priorities for specific Bus and/or regions and/or functional teams
Ability to communicate the various product/experience roadmaps & dashboards & KPIs
Ability to resolve problems by finding the underlying issues and collaborating on solutions

Qualification

Required

Bachelor's degree in computer science, design, or equivalent experience
Experience with using Smartsheet (e.g., Bridge, Data Shuttle, Control Center, Data Mesh, etc.)
Excel Proficiency (e.g., working with more intricate or large Excel solutions, and comfortable writing advanced formulas)
Project Planning Mindset (e.g., experience thinking through and planning projects with various components and moving parts)
AI Technical experience with LLM/AI tools or building an AI assistant
Eye for User Experience (e.g., an appreciation for good UX/UI design)
Attention to detail and the clarity to get to what Excellence Looks Like
Bias for Action

Preferred

Experience creating in Smartsheet.
Skills in Web Design (e.g., web design, front-end coding, etc.)
Low-Code Tool Experience (e.g., Power Automate, Power Apps, etc.)
SharePoint Setup (e.g., building, designing, etc.)
API Connections (e.g., connecting to outside data sources)
Operational experience with demonstrated ability to work across skill teams to deliver agreed business objectives
Aptitude for detailed work and ability to retain complex information
Strong business acumen with an ability to think strategically
Strong understanding of measurement systems, Customer Experience metrics and operational Key Performance Indicators
Able to shift from big picture to detail, and vice-versa, and know when to do so
Strong critical thinking skills combined with ability to clearly communicate new concepts
Must have a desire and passion to improve Customer Experience and take action to modernize and simplify our business
Self-starter, capable of communicating across regions, and at all levels
Demonstrate leadership through influence. Ability to collaborate across the organization.
Ability to handle multiple tasks/products with a results-driven mentality

Benefits

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.

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