Customer Experience Ford Champ

Ford Champs will allow to get to now different business areas through 12 months, while you improve your skills and become a better professional.

As a CX Ford Champ, you will play a key role between corporate strategy and dealer execution. You will assist with the review and submission of dealer certification results turning them into actionable insights. You will support activities into actionable insights through data and foster a culture of excellence by supporting our CX Ambassadors. Your work will directly impact how Ford customers interact with the brand, ensuring every touchpoint is optimized for satisfaction and loyalty.

• Supporting the Dealer Network CX Certification project, including the review, consolidation, and submission of results from audits, mystery shopper evaluations, and dealer action plans.

• Assisting in the implementation and measurement of the regional Customer Experience strategy.

• Developing internal reports and high-impact PowerPoint presentations for executive leadership and the dealer network.

• Creating reference materials and guides (e.g., process guides, playbooks, and best-practice documents) to support dealer certification and CX initiatives.

• Supporting the review, evaluation, and optimization of sales and service surveys to ensure data quality.

• Coordinating and facilitating monthly presentations and sessions for the CX Ambassadors program.

• Conducting functional testing for digital platforms, with a specific focus on the Online Service Booking (OSB) system.

• Supporting month-end closing processes and tracking Net Promoter Score (NPS) performance and trends.

• Designing visual communication materials, such as infographics, to provide strategic support to Dealers.

• Managing content updates and maintenance for the FMCDealer portal.

• Leveraging AI tools and data management practices to streamline data analysis, automate reporting, and generate actionable insights from CX data sources.

Education: Active student currently enrolled in the last 2 semesters of a degree in Business Administration, Marketing, Industrial Engineering, Data Analytics, or a related field.

Languages: Business English proficiency, 90% (Advanced oral, reading, writing, and listening skills).

Analytical Skills: Strong ability to interpret data, identify trends, and generate concise reports; basic knowledge of data management and AI tools (e.g., Power BI, Excel advanced functions, ChatGPT/Copilot) to support data analysis and reporting is a plus.

Communication: Excellent verbal and written communication skills for interacting with internal stakeholders and dealer management.

Core Competencies:

• Proven ability to work effectively in collaborative team environments.
• Strong leadership potential and a proactive, self-starting attitude.
• Multitasking and organizational skills to manage competing priorities.
• An innovative mindset with a focus on continuous process improvement, including curiosity for AI and data-driven tools.
• Proficiency in Microsoft Office Suite (PowerPoint and Excel are essential) and basic graphic design awareness.
• Familiarity with data management concepts and interest in applying AI to improve reporting and analysis.

DISCLAIMER: Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.

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