Ford Motor Company

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The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world.

In this position...

• Our Ford Credit Core + Servicing (C+S) product team is on a mission to build unwavering confidence and loyalty in our internal agents and external customers. We envision a future where our servicing tools and processes provide complete support, enable self-sufficiency, and deliver effective, personalized service exactly when and where it's needed.
• As a C+S Business Analyst, you won't just gather requirements; you will be a key driver in delivering software solutions that directly impact the daily work of Ford Credit Agents and, by extension, the satisfaction of our customers.
• Embracing a modern agile mindset, you will operate at the intersection of business strategy and technical execution, partnering closely with Service Center stakeholders, Product Managers, engineering teams, and end-users. You will ideate, design, and help deliver new functionality into our strategic servicing toolset.

What you'll do...

• In this critical role, you will bridge the gap between business needs and technical solutions, focusing on enhancing our customer servicing capabilities. Your key responsibilities will include:
• Driving Product Outcomes: Collaborate intently with business operations stakeholders, Product Managers, and cross-functional product teams to deeply understand the agent and customer experience. Translate this understanding into clear, concise, and actionable specifications, requirements (e.g., user stories), acceptance criteria, and quality assurance, test data preparation, Root Cause Analysis, Strategic Thinking, communication & facilitation, analytical thinking, and innovation.
• Shaping the Servicing Strategy: Work alongside key stakeholders globally to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap, assisting with prioritization decisions and appropriate trade-offs between desired features, speed to market, and technical feasibility.
• Championing Agent & Customer Experience: Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR) by actively driving progress on key initiatives, including:
• Creating a "single pane of glass" for agents, providing a holistic customer view with relevant information to service customers efficiently and effectively, drastically reducing the number of disparate systems currently required.
• Facilitating the transition of core account servicing and collections journeys to new, strategic platforms and ensuring seamless experiences across various customer interaction channels.
• Identifying opportunities to connect data across the enterprise to build a more informed, 360-degree view of the customer, enabling us to serve them more proactively and strategically.
• Partnering with the Smart Secure Documents team to define and deliver solutions that simplify complex customer requests involving secure digital document exchange between agents and customers.
• Collaborating closely with the Knowledge Management team to enhance resources that empower both our agents and customers for more effective and efficient self-service and assisted service interactions.
• User Research & Problem Solving: Proactively and creatively engage with potential and existing users (agents and customers) to uncover their underlying needs, pain points, and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.
• Data-Driven Decision Making: Analyze relevant data (customer feedback, usage metrics, operational data) to inform requirements, evaluate options, make smart, decisive trade-offs, and ensure delivered value is measurable.
• Outcome Ownership: Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.
• Quality Assurance Support: Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.

You'll have...

• Bachelor’s degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience.
• Proven ability to define and document clear, concise requirements (e.g., user stories, acceptance criteria) in an agile environment for requirements elicitation and management, business process modeling and analysis, data analysis & modeling, UML and other diagramming, proficiency with BA tools.
• Strong analytical and problem-solving skills, with the ability to navigate ambiguity ("white space"), break down complex issues, generate insights from various sources (including data), and synthesize them into clear, actionable recommendations and compelling narratives.
• Exceptional communication, collaboration, and interpersonal skills, with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels.
• A curious and adaptable mindset with a strong desire to learn about new technologies, business processes, and customer behaviors.
• Evidence of being proactive, taking ownership, and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision.
• Strong attention to detail, ensuring accuracy in documentation and analysis.

Even better, you may have...

• General knowledge or experience within the financial services industry, particularly related to credit operations or customer service.
• Direct experience working as a Business Analyst, Product Owner, or similar role within an agile software delivery team.
• Exposure to or hands-on experience with modern product discovery and development techniques such as user story mapping, rapid prototyping, process modeling (e.g., using BPMN), or journey mapping.
• Experience working with CRM systems or dedicated customer service applications.
• Familiarity with data analysis tools or techniques used to understand user behavior and measure feature adoption or impact.
• Ability to work collaboratively with multiple functional areas, including business operations team members, product ownership, engineering, User Experience (UX)/User Insights (UI), sales, customer support, finance, or marketing.
• General knowledge of Ford Credit operations
• Experience working in an agile software delivery team
• Exposure to lightweight product development methods such as user story mapping or rapid prototyping
• Ability to work collaboratively with multiple functional areas, including business operations team members, product ownership, engineering, User Experience (UX)/User Insights (UI), sales, customer support, finance, or marketing

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 builder…or 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 Year’s Day
• Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits, click here: https://fordcareers.co/GSRSP1

This position is a range of salary grades 6-8 .

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.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location. #LI-Hybrid #LI-FordCredit #LI-MK2