UX/UI Tools Analyst- Ford Customer Service Division

📍 Job Overview

Job Title: UX/UI Tools Analyst Company: Ford Customer Service Division Location: Allen Park, Michigan, US Job Type: Full-Time Category: Operations / GTM Operations / Customer Experience Operations Date Posted: November 25, 2025 Experience Level: 2-5 Years Remote Status: On-site

🚀 Role Summary

• This role focuses on enhancing operational efficiency within the Ford Customer Service Division (FCSD) by leveraging and integrating various UX/UI and operational tools.
• The position requires a blend of technical aptitude, analytical skills, and a keen understanding of user experience principles to support senior leadership and functional teams.
• Key responsibilities include building dynamic tool integrations, creating insightful dashboards, and ensuring data integrity for operational metrics and customer experience initiatives.
• This is a critical role within the Center of Excellence, aimed at driving data integrity, efficiency, and strategic alignment across FCSD projects and initiatives.

📝 Enhancement Note: While the title is "UX/UI Tools Analyst," the core responsibilities and required skills heavily lean into operations, data analysis, process optimization, and tool management, particularly within a customer service context. This role is best categorized under Operations, with specific ties to Customer Experience Operations and potentially GTM Operations if customer-facing tools and processes are involved.

📈 Primary Responsibilities

• Develop and implement dynamic tool integrations, particularly focusing on Smartsheet functionalities (e.g., Bridge, Data Shuttle, Control Center, Data Mesh) to streamline workflows and enhance operational models.
• Design and maintain comprehensive dashboards and reporting tools to support senior leadership and functional teams, providing clear visibility into project status, KPIs, and strategic priorities.
• Ensure data integrity and accuracy by meticulously managing project records, initiatives, and customer experience analytics within the Center of Excellence team.
• Collaborate closely with FCSD Project Management Office (PMO) teams to ensure alignment of dashboards, action plans, and objectives with overall business strategy.
• Troubleshoot and resolve operational issues by identifying underlying problems and working collaboratively with cross-functional teams to develop and implement effective solutions.
• Communicate effectively about product/experience roadmaps, dashboards, and Key Performance Indicators (KPIs) to various stakeholders across different business units and regions.
• Support the integration of AI/LLM tools and potentially build AI assistants to enhance user experience and operational capabilities.

📝 Enhancement Note: The responsibilities emphasize practical application of tools for operational improvement, data management, and cross-functional collaboration, aligning with typical operations roles focused on efficiency and strategic support.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Computer Science, Design, or a related technical field, or equivalent practical experience in a relevant operational or analytical role.

Experience:

• 2-5 years of experience in roles involving tool analysis, operational support, data management, or user experience design.
• Demonstrated ability to think through and plan projects with multiple components and dependencies, showcasing a strong Project Planning Mindset.
• Proven operational experience with a track record of working across diverse skill teams to achieve agreed-upon business objectives.

Required Skills:

• Smartsheet Proficiency: Extensive experience with Smartsheet, including its advanced features like Bridge, Data Shuttle, Control Center, Data Mesh, and API connections.
• Excel Expertise: Advanced proficiency in Microsoft Excel, including complex formulas, data manipulation, and building intricate solutions for large datasets.
• User Experience (UX) Acumen: A strong appreciation for good UX/UI design principles and the ability to translate these into tool implementations and dashboard designs.
• Analytical & Critical Thinking: Strong critical thinking skills to identify underlying issues, analyze data, and develop strategic solutions.
• Attention to Detail: Meticulous attention to detail to ensure data accuracy, process integrity, and clear communication of "Excellence Looks Like."
• Collaboration & Communication: Ability to communicate clearly and effectively across different regions and levels of the organization, fostering strong collaborative relationships.
• Operational Aptitude: Demonstrated ability to retain complex information and apply it to operational tasks and problem-solving.

Preferred Skills:

• AI/LLM Technical Experience: Experience with AI tools, Large Language Models (LLMs), or building AI assistants.
• Low-Code Tool Experience: Familiarity with low-code development platforms such as Power Automate or Power Apps.
• Web Design Fundamentals: Basic understanding or experience in web design principles or front-end coding.
• SharePoint Setup: Experience in building, designing, or managing SharePoint sites.
• API Connections: Experience connecting tools and systems via APIs to external data sources.
• Business Acumen: Strong understanding of business principles and the ability to think strategically.
• Customer Experience Metrics: Solid understanding of Customer Experience (CX) metrics and operational Key Performance Indicators (KPIs).
• Bias for Action: A proactive approach with a demonstrated willingness to take initiative and drive improvements.

📝 Enhancement Note: The blend of specific tool expertise (Smartsheet, Excel) with broader operational skills (project planning, data integrity, CX metrics) and emerging tech (AI) points to an operations role focused on enabling business functions through technology and process.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Tool Integration Case Studies: Showcase examples of successfully integrating different software tools, with a focus on workflow automation and data flow enhancement. Highlight the "before and after" impact.
• Dashboard and Reporting Examples: Provide samples of dashboards or reports created in Smartsheet or Excel that effectively visualize complex data, track KPIs, and support decision-making for leadership.
• Process Optimization Documentation: Include documentation or examples of processes that were analyzed, optimized, and improved using specific tools or methodologies. Detail the challenges, solutions, and measurable outcomes.
• System Implementation Snapshots: If applicable, include brief overviews of system implementations or configurations managed, emphasizing the strategic objectives and achieved efficiencies.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in documenting existing workflows and proposing/implementing optimized versions, detailing the rationale behind changes.
• Implementation & Automation: Provide examples of how you've implemented new tools or automated existing manual processes, focusing on the steps taken and the resulting efficiency gains.
• Measurement & Performance Analysis: Show how you've established metrics to measure the performance of implemented tools or processes, and how you use this data for continuous improvement.

📝 Enhancement Note: For operations roles, a portfolio is crucial. It should not just list skills but demonstrate the impact of those skills through tangible examples of process improvement, data visualization, and tool implementation. Quantifiable results are key.

💵 Compensation & Benefits

Salary Range:

• Given the location (Allen Park, MI), experience level (2-5 years), and the specialized nature of the role (UX/UI Tools Analyst with strong operations/Smartsheet focus), a competitive salary range is estimated to be between $70,000 to $95,000 annually. This estimate is based on industry benchmarks for similar analyst roles in the automotive and technology sectors within the Detroit metropolitan area, considering the required blend of technical, analytical, and operational skills.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and eligible dependents.
• Retirement Savings Plan: 401(k) plan with potential company match, supporting long-term financial planning.
• Paid Time Off: Generous vacation, sick leave, and holiday pay designed to promote work-life balance.
• Employee Resource Groups (ERGs): Access to established and active ERGs, fostering community, professional development, and networking opportunities.
• Professional Development: Opportunities for training, certifications, and skill enhancement, particularly in areas like Smartsheet, AI, and UX/UI tools.
• Vehicle Purchase Discounts: Potential employee discount programs on Ford vehicles.

Working Hours:

• Standard full-time hours, typically 40 hours per week. While specific hours may vary, the role is expected to be on-site, implying adherence to typical business operating hours. Flexibility may be available based on team needs and project deadlines, requiring proactive communication and coordination.

📝 Enhancement Note: Salary estimates are based on publicly available data for similar roles in the specified geographic region and industry. Benefits are standard for a large automotive corporation like Ford, with an emphasis on professional development and employee engagement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Automotive Manufacturing & Services Company Size: Large Enterprise (Ford is a global automotive manufacturer with tens of thousands of employees worldwide). Founded: 1903. Ford has a long-standing history and a deeply ingrained culture of innovation, manufacturing excellence, and customer focus.

Team Structure:

• Operations Focus: The role sits within the Ford Customer Service Division (FCSD), indicating a focus on post-sale customer support, service operations, and customer experience management.
• Center of Excellence: Being part of a "Center of Excellence" suggests a specialized team dedicated to driving best practices, tool standardization, and strategic operational improvements across FCSD.
• Cross-Functional Collaboration: The role requires close work with the FCSD PMO teams, implying a highly collaborative environment where working across different functional groups is essential.

Methodology:

• Data-Driven Insights: Emphasis on using data integrity, analytics, and metrics (KPIs) to inform decisions and drive operational improvements.
• Process Optimization: A core methodology will involve analyzing current workflows and applying tools like Smartsheet and Excel to enhance efficiency and effectiveness.
• User-Centric Design: Application of UX/UI principles to ensure that the tools and dashboards developed are intuitive, user-friendly, and effectively meet the needs of stakeholders.

Company Website: Ford.com

📝 Enhancement Note: Ford's culture, as a major automotive player, likely emphasizes structure, process, quality, and a long-term strategic vision. Within the FCSD, the focus will shift towards customer satisfaction, service efficiency, and leveraging technology to enhance the customer journey.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as an Analyst, typically indicating an early to mid-career stage (2-5 years of experience). It involves deep functional expertise in specific tools and processes rather than broad strategic leadership, but offers significant influence through data and system enablement.

Reporting Structure:

• The analyst will likely report to an Operations Manager or a Sr. Manager within the FCSD Center of Excellence.
• Close collaboration with PMO teams and functional leaders is expected, requiring effective communication and influence without direct authority.

Operations Impact:

• This role directly impacts operational efficiency and decision-making within FCSD by providing critical data insights and streamlined tool functionalities.
• By improving tool integrations and dashboard clarity, the analyst enables senior leadership to make more informed strategic decisions, directly influencing customer experience, service delivery, and potentially cost efficiencies.

Growth Opportunities:

• Specialization: Deepen expertise in advanced Smartsheet functionalities, AI integration, and UX/UI design principles for operational tools.
• Advancement: Potential to move into Senior Analyst, Operations Specialist, or Project Management roles within FCSD or other operational divisions at Ford.
• Skill Development: Opportunities to gain exposure to a wider range of operational challenges, business units, and emerging technologies, fostering a well-rounded operations professional.
• Leadership Potential: Develop leadership through influence by championing new tools, processes, and data-driven insights within the team and across the organization.

📝 Enhancement Note: The role offers a solid foundation in operations, data analysis, and tool management within a large, structured organization, providing clear paths for specialization and career progression within the automotive service sector.

🌐 Work Environment

Office Type: On-site role at Ford's facilities in Allen Park, Michigan. This suggests a corporate office environment typical of a large automotive company headquarters or major operational hub.

Office Location(s): Allen Park, Michigan, USA. This location serves as a significant operational and administrative center for Ford.

Workspace Context:

• Collaborative Spaces: Expect a blend of individual workspaces and collaborative areas designed for team meetings, brainstorming sessions, and cross-functional project work.
• Technology Access: Access to standard corporate IT infrastructure, including necessary hardware, software licenses (Smartsheet, Excel, potentially low-code tools), and network resources.
• Team Interaction: Opportunities for regular interaction with the Center of Excellence team, PMO members, and other stakeholders, fostering a dynamic and communicative work atmosphere.

Work Schedule:

• The role is full-time, on-site, adhering to standard business hours. While a 40-hour week is typical, the nature of operations may require occasional flexibility to meet project deadlines or address urgent issues, necessitating strong time management and communication skills.

📝 Enhancement Note: The on-site requirement implies a traditional corporate work environment with opportunities for direct team collaboration and access to physical resources, which can be beneficial for hands-on tool development and process understanding.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, interest, and cultural fit.
• Technical/Skills Assessment: Expect an interview with the hiring manager and/or key team members focusing on your technical skills (Smartsheet, Excel, AI tools), analytical abilities, and understanding of UX/UI principles in an operational context.
• Portfolio Review/Case Study: A significant part of the process will involve presenting your portfolio. Be prepared to walk through specific examples of your work, detailing the problem, your approach, the tools used, and the quantifiable outcomes. A live case study or problem-solving exercise related to tool integration or dashboard creation may also be included.
• Behavioral & Situational Questions: Interviews will include questions designed to assess your problem-solving approach, collaboration style, attention to detail, bias for action, and ability to communicate complex concepts.
• Final Interview: Potentially a final interview with a senior leader to confirm fit and discuss career aspirations.

Portfolio Review Tips:

• Quantify Everything: For each portfolio piece, clearly state the problem you solved, the actions you took, the tools you used, and most importantly, the measurable results (e.g., "Reduced reporting time by X%", "Improved data accuracy by Y%", "Enabled Z decision leading to X outcome").
• Structure Your Cases: Use a clear STAR (Situation, Task, Action, Result) or similar framework for presenting your case studies.
• Highlight Tool Proficiency: Explicitly demonstrate your expertise with Smartsheet and Excel through your examples. Showcase advanced features and integrations.
• Showcase UX/UI Thinking: Explain how you considered the end-user experience when designing dashboards or implementing tools.
• Tailor to Ford FCSD: If possible, frame your examples in a way that resonates with the automotive customer service industry, highlighting an understanding of their operational challenges.

Challenge Preparation:

• Smartsheet Simulation: Be ready for a task that requires you to build a specific dashboard or automate a simple workflow in Smartsheet within a time limit.
• Data Analysis Problem: You might be given a dataset and asked to identify key insights or create a report that answers specific business questions.
• Process Improvement Scenario: Prepare to analyze a hypothetical operational process and suggest improvements using the tools you know. Focus on clarity, efficiency, and measurable outcomes.

📝 Enhancement Note: The emphasis on a portfolio and potential case studies underscores the hands-on, results-oriented nature of this operations role. Applicants should focus on demonstrating practical application and measurable impact.

🛠 Tools & Technology Stack

Primary Tools:

• Smartsheet: Essential. Deep expertise required, including advanced features like Bridge, Data Shuttle, Control Center, Data Mesh, and API connections. This will be the primary platform for tool integration and dashboard creation.
• Microsoft Excel: High proficiency needed for complex formulas, data analysis, and potentially building intricate reporting solutions.
• Low-Code Tools (e.g., Power Automate, Power Apps): Familiarity or experience is preferred, indicating a broader understanding of automation and application development for operational efficiency.
• SharePoint: Experience with setup, design, or management is a plus, suggesting the need to integrate or manage solutions within the Microsoft ecosystem.

Analytics & Reporting:

• Smartsheet Dashboards: Primary tool for creating interactive dashboards.
• Excel: For detailed data analysis and ad-hoc reporting.
• Potential BI Tools: While not explicitly mentioned, experience with general BI concepts or tools (e.g., Tableau, Power BI) could be beneficial for understanding broader reporting strategies.

CRM & Automation:

• API Connections: Experience with integrating various systems via APIs to ensure seamless data flow and operational automation.
• General Automation Concepts: Understanding of workflow automation principles beyond specific tools is valuable.

📝 Enhancement Note: The core technical requirements revolve around Smartsheet and Excel, positioning this as a role focused on leveraging these powerful platforms for operational management and reporting. Experience with related low-code/no-code tools and system integration is a significant advantage.

👥 Team Culture & Values

Operations Values:

• Efficiency & Optimization: A strong drive to continuously improve processes, reduce waste, and increase operational throughput.
• Data-Driven Decision Making: Commitment to using data and analytics to guide strategies and measure success.
• Collaboration & Teamwork: Valuing cross-functional partnerships and open communication to achieve shared goals.
• Customer Focus: A dedication to enhancing the customer experience through improved services and tools.
• Innovation & Adaptability: Embracing new technologies (like AI) and methodologies to modernize business operations.

Collaboration Style:

• Proactive Engagement: Actively seeking out opportunities to collaborate with PMO, functional teams, and leadership.
• Clear Communication: Articulating complex technical and operational concepts in an accessible manner to diverse audiences.
• Problem-Solving Partnerships: Working collaboratively to identify issues and co-create solutions.
• Knowledge Sharing: Willingness to share expertise on tools and processes within the Center of Excellence and broader FCSD teams.

📝 Enhancement Note: Ford's culture likely emphasizes structured problem-solving, quality, and efficiency. Within FCSD, these values will be applied to customer service operations, with a focus on leveraging technology to improve both internal processes and customer outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Integrating Diverse Systems: Managing the complexity of integrating various tools and data sources within a large enterprise environment.
• Data Integrity Across Platforms: Ensuring consistent and accurate data across multiple systems and dashboards, especially with evolving AI integrations.
• Stakeholder Alignment: Gaining buy-in and managing expectations from diverse functional teams and leadership with varying priorities.
• Keeping Pace with Technology: Staying current with rapid advancements in AI, low-code tools, and Smartsheet's evolving features.

Learning & Development Opportunities:

• Advanced Tool Certifications: Pursuing advanced certifications in Smartsheet, AI tools, or low-code platforms.
• Industry Best Practices: Learning about the latest trends in Customer Experience operations, GTM operations enablement, and operational analytics.
• Cross-Functional Exposure: Gaining deeper understanding of various FCSD functions through close collaboration.
• Mentorship: Opportunities to learn from experienced operations professionals and leaders within Ford.

📝 Enhancement Note: This role presents a good opportunity to tackle complex operational challenges within a well-established company, with ample resources and potential for professional growth in specialized areas of operations technology.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used Smartsheet to solve a complex operational problem. What was the challenge, your approach, and the outcome?" (Focus on quantifiable results and your specific contribution.)
• "How do you ensure data integrity when building dashboards or integrating systems? What steps do you take to validate accuracy?" (Highlight your attention to detail and systematic approach.)
• "Imagine a scenario where a key stakeholder is not getting the insights they need from a dashboard you created. How would you approach understanding and resolving their issue?" (Demonstrate your problem-solving, listening, and communication skills.)
• "How do you balance the need for detailed analysis with the need to communicate high-level strategic priorities to leadership?" (Show your ability to shift perspective and tailor communication.)

Company & Culture Questions:

• "What do you know about Ford's Customer Service Division and its role in the automotive industry?" (Research the division's goals and challenges.)
• "How would your 'Bias for Action' manifest in this role?" (Provide a specific example of taking initiative.)
• "Describe your experience working in a Center of Excellence or a similar specialized team. What are the benefits and challenges?" (Highlight your understanding of specialized operational units.)

Portfolio Presentation Strategy:

• Start with Impact: Begin each case study by stating the key business problem and the measurable positive outcome achieved.
• Detail Your Process: Clearly articulate the steps you took, the tools you used (especially Smartsheet and Excel), and why you made specific design or integration choices.
• Visual Aids: Use screenshots of dashboards, workflow diagrams, or data visualizations from your portfolio to support your explanations.
• Be Ready for Deep Dives: Anticipate questions about specific technical aspects, alternative solutions you considered, and how you handled challenges.
• Connect to Ford's Mission: If possible, draw parallels between your past successes and how they could benefit Ford's customer service operations.

📝 Enhancement Note: The interview process will heavily weigh practical skills and demonstrable impact. Candidates should be prepared to articulate their technical expertise and problem-solving abilities through concrete examples, ideally showcased in a well-prepared portfolio.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official Ford Careers portal via the provided URL.
• Tailor Your Resume: Highlight keywords from the job description, such as "Smartsheet," "Excel," "Data Integrity," "Operational Experience," "User Experience," "AI Technical Experience," and "Project Planning." Quantify your achievements wherever possible.
• Prepare Your Portfolio: Gather 2-3 strong examples of your work focusing on Smartsheet dashboards, process automation, or tool integrations. Ensure each example clearly outlines the problem, your solution, the tools used, and the measurable results. Be ready to present this virtually or in person.
• Research Ford FCSD: Understand the Ford Customer Service Division's mission, key challenges, and recent initiatives. This will help you tailor your responses and demonstrate genuine interest.
• Practice Interview Questions: Rehearse answers to common behavioral, situational, and technical questions, particularly those related to Smartsheet, Excel, and operational problem-solving.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.