Job Description

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.

Responsibilities

• 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.

Qua

📌 Customer Experience Ford Champ (Naucalpan de Juárez)
🏢 Ford México
📍 Naucalpan de Juárez