Senior Customer Experience Measurement Analyst

CX Senior Measurement Analyst

Ignited by customer needs and expectations, at Ford we are creating world-class experiences that customers love, ultimately driving satisfaction, loyalty, and advocacy.  

We are seeking a highly analytical, structured, and collaborative professional to serve as the CX Senior Measurement Analyst. In this critical role, you will have dual responsibility: leading the data analysis and reporting that directly informs our CX strategy and owning the health and evolution of IMG's CX measurement systems.  

• Strategic Data Analysis, Reporting & Insights: Generate the intelligence that measures Ford’s current customer experiences and shapes our future experiences. This includes: 
• Owning the generation of regular reporting and deep-dive analyses across IMG markets to evaluate experience performance. 
• Translating complex customer feedback, survey data, and competitive benchmarks into clear, actionable insights that directly inform and drive our CX strategy. 
• Developing and delivering compelling, executive-ready presentations to senior leadership to support strategic decision-making.  
• System Ownership, Issue Resolution & Change Management: Take full accountability for the integrity and capability of our measurement platforms. This includes:  
• Managing the end-to-end lifecycle of all CX measurement system issues, change requests, and platform enhancements—from initial identification and root-cause analysis through to final testing and resolution. 
• Managing partnerships with internal teams, markets and external suppliers to drive platform deliverables, resolve system issues, and optimize platform performance.  
• Cross-Functional Collaboration & Governance: Align global stakeholders and maintain operational standards. This includes:  
• Partnering with market leads (Australia, South Africa, Thailand, Vietnam) and cross-functional teams (FCSD, GDIA) to align on measurement standards and share insights. 
• Managing the CX IMG budget, tracking Purchase Orders (POs), and administering key compliance/repository platforms (MCRP, SharePoint). 

• Bachelor’s degree (or equivalent experience). 
• 6+ years of experience in data analytics and reporting, with a proven track record of translating complex data into clear, strategic insights and executive presentations. 
• 5+ years of experience managing systems, platforms, or complex processes (specifically identifying, root-causing, and resolving issues and system changes).  
• Prior experience working with Medallia or similar enterprise CX platforms is highly desirable. 
• Highly organized with the ability to manage multiple workstreams and stakeholders in a fast-paced environment. 
• Strong communication and collaboration skills to influence diverse global teams across multiple time zones.

Experience Level

Senior Level