CX Strategy Analyst

About Us

Lead. Grow. Transform.

Ford Australia is constantly evolving and innovating, committed to delivering smarter, more connected vehicles for all Australians, now and for generations to come.

Looking ahead, Ford is excited about the future. With an expanding vehicle lineup, growing digital services, and a strong dealer network, they are well-positioned to support Australian businesses in new ways.

As Australia's largest automotive OEM employer, we proudly have around 1,500 talented engineers, designers, and specialists working across five Victorian sites. Crucially, Australia is a key global development hub for Ford and their local design and engineering team lead the creation of vehicles including the Ranger, Ranger Raptor, and Everest – models sold in around 180 markets worldwide.

Complementing this technical network, Ford Australia's National Sales Company (NSC) located in Richmond, is the central hub for commercial and customer engagement activities across the country.

Why Ford?

For a century, we\'ve been a driving force across Australia, building a legacy that truly speaks for itself. Leading the way, the Ranger continues its rein as Australia\'s No. 1 Selling Vehicle and our iconic Mustang proudly holds its position as Australia's No. 1 Sports Car.

These remarkable achievements are a testament to our unwavering commitment to innovation and a customer-focused approach that has delivered success across our entire lineup, giving us so much to be excited about But we believe we do more than just build award-winning vehicles—we build careers.

• Discounted lease car options.
• Multiple Employee Resource Groups – Ford Pride, Women of Ford and Ford Empowering Diverse Abilities.
• Flexible Work Arrangements.
• Growth and development opportunities via internal and external training.
• Paid parental leave from day 1.
• Comprehensive Employee Assist Program.
• Wellness Programs including Free Flu Vaccinations and Health Checks.
• Paid volunteer days.

About the Role

At Ford, we are driven by customer needs and expectations, relentlessly crafting world-class experiences that inspire satisfaction, loyalty, and advocacy. We\'re seeking a highly capable CX professional – a true digital native who thrives in ambiguity and embraces a fast-paced environment. This dynamic role demands a unique blend of strategic thinking, robust project management, sharp analytical skills, exceptional collaboration, and a profound understanding of the end-to-end customer journey. As our CX Strategy Analyst, you will leverage deep, customer-driven insights to develop impactful recommendations that enhance our online and in-person experiences across every touchpoint.

This position reports directly to the IMG CX Director based in Thailand. This role will be based in Australia at our National Sales Company based in Richmond Melbourne. The role operates under a hybrid work arrangement, requiring four days in the office.

Qualifications

About You

• Bachelor's degree.
• Equivalent 5+ years' experience in customer experience management, with a proven track record of successfully managing projects and implementing customer-centric strategies.
• Automotive industry preferred.
• A "digital native" mindset and a passion for leveraging technology to enhance customer experience

If you want to be a part of this challenging and rewarding transformation – Apply Now.

Equal Opportunity

Ford Australia is committed to building an inclusive work environment and welcome applications from First Nations, LGBTQI+, culturally and linguistically diverse backgrounds, people with disability, and people across all life stages.

All qualified applicants will receive consideration for employment and all effort will be made to ensure diverse interviewers.

If you require any support or adjustments to the recruitment process, please contact our Talent and Inclusion Lead Sarah at scastr34@ford.com.

Applicants must be legally authorised to work in Australia. Verification of employment eligibility will be required at the time of hire.

---Applications will close on Friday 10 October 2025, however, please do not delay your application as interviews may commence before this date---

Please note due to the high numbers of applications we will only be able to contact shortlisted candidates.

*Ford Motor Company of Australia Pty Limited ACN 004 116 223 (Ford) is collecting your personal information in order to consider you for a role at Ford. Ford may also collect personal information about you from third parties such as referees and recruitment agencies for this purpose. Ford may disclose your personal information to its related companies and third party service providers for purposes such as screening and background checks, aptitude testing and health and safety and human resources management activities. Ford's privacy policy (available at www.ford.com.au) states how you can seek to access or correct any personal information Ford holds about you, how to complain about a privacy breach by Ford and how Ford will deal with a privacy complaint. You can contact Ford at 13 FORD (13 36 73) or via the contact details set out in Ford's privacy policy.

Responsibilities

• Customer Insights & Analysis: Proactively gather and rigorously analyse real-time customer feedback, industry benchmarks, and mystery shopping data to generate deep, actionable insights that drive continuous improvement of existing experiences and identify opportunities for innovative new ones.
• Regularly engage directly with customers and dealers to gain firsthand understanding of their evolving experiences and needs, meticulously documenting and synthesizing findings to inform strategic direction.
• Experience Strategy & Recommendation: Translate comprehensive customer understanding and analytical insights into clear, compelling, and actionable experience recommendations designed for seamless implementation across various markets across our region.
• Contribute significantly to the development of strategic proposals aimed at enhancing the end-to-end customer journey, ensuring robust alignment with overarching business objectives and critical customer needs.
• Execution & Delivery: Lead the data collection and analysis necessary to build robust business cases, clearly demonstrating the long-term viability and compelling return on investment (ROI) of proposed CX initiatives.
• Cultivate strong, effective collaboration with cross-functional teams and market CX teams, ensuring seamless integration and successful execution of CX initiatives across the entire organization.
• Drive rigorous project management principles, taking full ownership of the development of clear, detailed project plans, schedules, and robust tracking mechanisms to ensure timely and on-budget delivery.
• Actively contribute to the PDCA (Plan-Do-Check-Act) Cycle by meticulously tracking progress against defined success metrics, collecting data for continuous optimization, and supporting agile strategy adjustments to deliver iterative and efficient value to customers.

#J-18808-Ljbffr

---