Business & Process Analyst

Job Description
We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Ford of Canada's operations include a national headquarters, three vehicle assembly and engine manufacturing plants, three parts distribution centres, and three Connectivity and Innovation centres. Ford employs approximately 7,000 people in Canada, while an additional 18,000 people are employees in the more than 400 Ford and Ford-Lincoln dealerships across the country. For more information, please visit

Ford Pro
is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

In this position...
Reporting to the Manager of Business Process, the Business & Process Analyst will drive process and operating model transformation across Ford Pro with a focus on improving commercial customer journeys and customer experience outcomes. This role identifies friction and inefficiencies across end-to-end workflows (e.g., onboarding, enrollment, activation, support, renewals), translates customer and business needs into clear requirements, and leads cross-functional implementation of improved processes and enabling capabilities across the Ford Pro ecosystem (e.g., Pro360, Salesforce, Marketplace and connected tools). The ideal candidate is a strong change agent with excellent written narrative and presentation skills, proven stakeholder leadership, and the ability to operate independently, manage ambiguity, and deliver to firm timelines.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week.

Responsibilities
The primary responsibilities for this position include but are not limited to:

• Quantify the financial impact of transformation initiatives by linking process improvements to specific business outcomes such as Earnings Before Interest and Taxes growth, cost-to-serve reduction, or increased Customer Lifetime Value.
• Differentiate customer journeys and operational processes based on fleet size and vocation, such as Small and Medium Business versus Large Enterprise or Government, ensuring a uniform approach does not create friction for specialized segments.
• Establish a formal look-back mechanism to audit processes six to twelve months after launch, ensuring that ways of working have been sustained and identifying process drift where teams have reverted to manual workarounds.
• Regularly conduct competitive analysis of the customer experience and operational efficiency of other fleet management and Software as a Service leaders to ensure Ford Pro remains an industry pacesetter rather than just improving internally.
• Partner with Legal, Privacy, and Cyber Security teams to ensure all new processes, especially those involving vehicle data and Vehicle Identification Number level information, comply with global data protection regulations like General Data Protection Regulation or California Consumer Privacy Act and internal Ford standards.
• Map and optimize the handoffs between Ford Pro and external partners, such as vehicle upfitters, charging infrastructure providers, and third-party dealers, to ensure a seamless One Ford experience.
• Collaborate with data office teams to ensure the data fueling dashboards is standardized, high-quality, and has a clear lineage, preventing conflicting versions of the truth across different Ford Pro pillars.
• Establish formal feedback channels with frontline employees in Sales, Service, and Support to identify where internal process complexity is hindering their ability to deliver the desired customer experience.
• Proactively identify opportunities to move beyond simple digitalization by implementing Robotic Process Automation or Artificial Intelligence driven workflows to eliminate high-volume, low-value manual tasks.
• Design and lead controlled pilots for new processes, using a fail-fast methodology to test Minimum Viable Product hypotheses in specific markets before committing to a global or enterprise-wide rollout.

Qualifications
You'll have...
Education:
Bachelors' Degree in a related discipline. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required).

Experience:

• 3+ years' proven experience in customer journey mapping, process mapping, analytics and process development capacity.
• 3+ years' Customer Experience and SaaS Operations experience.
• 3+ years' analytical experience and advanced understanding of business functions, workflows and processes.
• 3+ years' experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools.

Even better, you may have...
Education:
Bachelors' in business administration.

Experience:

• Employ high emotional intelligence and active listening to foster collaborative relationships, delivering professional presentations and communications that resonate with diverse audiences across the organization.
• Navigate complex political environments with professional poise, utilizing strong persuasive skills to influence stakeholders and effectively sell the benefits of process transformation and change.
• Apply advanced critical thinking and a curious, creative mindset to challenge existing norms, identifying innovative ways to optimize workflows and improve operational efficiency.
• Demonstrate a steadfast commitment to accountability and execution, maintaining the flexibility to pivot in fast-paced environments while working independently to meet project deadlines.
• Exercise strong organizational and leadership capabilities to manage multi-faceted projects, ensuring all stakeholders are aligned and milestones are achieved with precision.
• Leverage technical proficiency in automotive engineering principles to analyze complex data and generate precise process documentation, reporting, and actionable business insights.

This posting is for an existing vacancy within our team.

The expected annual salary range for this position is $ and individuals may be eligible to participate in our Annual Compensation bonus program.

Our focus is to build the best team. If you think you can bring value to Ford, love to collaborate, prioritize and aim to deliver excellence in everything you do, we encourage you to apply

We thank all candidates for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited, does not sponsor work permit applications.