Ford Pro is a global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories, and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

Ford Integrated Services creates and markets new customer experiences by integrating hardware, software, and services across Ford Blue, Model e, and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that improve over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

Reporting to the Manager, Business and Process Improvement, our business process analyst will seek out, develop, and help implement strategic initiatives for improved efficiency and productivity across Global Integrated Services.  This role will act as an expert to perform analysis of organizations and design and model processes to drive world-class customer experience.  The BPA’s primary goal is to assess business requirements, support business operations and reporting needs and make sure evidence-based recommendations to support improvements across the organization. This role will dotted line to the Global Head of Customer Enablement and will be a trusted resource to drive business process across the organization through collaboration, documentation, design and delivery.

The minimum requirements we seek: 

Bachelor's degree (Successful candidates will be required to provide proof of degree completion for the highest level of education attained.  If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required. )5+ years of proven experience in a customer journey mapping, process mapping, analytics and process development capacity3+ years of customer experience and software operations experience 

Our preferred requirements: 

Proven analytical abilities and advanced understanding of business functions, workflows and processesExperience with Salesforce, SharePoint, MS Forms and other industry CRM and toolsHigh technical aptitudePractical experience generating process documentation and reportingHigh emotional intelligence in both professional and social settings with ability to establish and maintain relationships across the organization and with customersExcellent organizational, leadership, communication, presentation, listening and interpersonal skills

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications. 

The primary responsibilities for this position include but are not limited to:

Drive identification of requirements across Integrated Services pillars and identify substandard processes through evaluation of real-time dataService as thought leader for customer and technical business processes, develop forward-thinking process recommendations that promote increased efficiency and productivity on multiple levels Create and implement precise management plans for every project, with attention to transparency communication at all levelsPerform, evaluate, and communicate through quality assurance at every stage of business improvement.Documenting, maintaining and supporting system requests via governed intake process requests through conducting business discovery and framingGathering and processing data to identify process performance areasGain in-depth knowledge of the Integrated Services ecosystem, bringing together data & systems within the new tech stack across all pillars to support a one-stop-shop go-to-market approachResponsible in building new customer success campaigns, mapping out the customer journey and enhancing experience for customers and solutionsDevelop and design customer journey and internal process mappingCreate and write Business Process Management System (BPMS) specifications to be used by supporting development team for process change and automation.Manage content across CRM, SharePoint and knowledge basePartner with other stakeholders across Integrated Services to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial and executive teamsEvaluate, analyze, and communicate systems requirements on a continuing basis, and maintain processes, including the delivery of monthly status reports to all appropriate partiesMonitor and measure the effectiveness of processes through advanced data analyticsAnalyze key data analytics across operational and customer facing KPIResponsible to develop and share leadership reportingArticulate, author and update internal and external documentation, and formally initiate and deliver requirements and documentationDevelop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations