CX Service and Analytics Designer

Jobtailor; Dearborn (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Ford is seeking a senior UX researcher/designer to advance enterprise technology features and lead human-centered design across the employee tech experience. You will apply Design Thinking to guide engineering teams while conducting CX research and shaping data-driven insights.

You will design user journeys, wireframes and prototypes, test iteratively, and collaborate with data teams to turn insights into actionable improvements for the global workforce.

Qualifications

• Master’s degree in Information, UX Research/Design, Computer Science, Information Science/Studies, or Human Computer Interaction.
• 3 years of experience in UX research/design with user journeys, wireframes and prototypes.
• 4 items: interviews, usability testing, surveys, and data-driven insights with tools like Figma, Sketch, Miro, or UserZoom.
• 5+ years: data visualization and storytelling with Medallia, QlikSense or Qualtrics.

Responsibilities

• Advance IT and enterprise technology features with user-centric focus.
• Practice Design Thinking to guide engineering teams on user needs.
• Lead CX research including study design and data analysis.
• Design, test, and iterate user journeys, wireframes and prototypes.
• Translate insights into measurable recommendations for decision makers.

Skills

User Experience Design

Data Analysis

Design Thinking

Stakeholder Engagement

Prototyping

Python

SQL

Cloud Computing

Usability Testing

Figma

Sketch

Miro

UserZoom

Medallia

QlikSense

Qualtrics

Data Normalization

Statistical Analysis

User Research

Wireframing

Education

Master’s degree in Information, UX Research/Design, Computer Science, Information Science/Studies, or Human Computer Interaction

Tools

Figma

Sketch

Miro

UserZoom

Medallia

QlikSense

Qualtrics

Python

SQL

Job description

• Enhance the user experience by advancing IT and enterprise technology features.
• Integrate innovative, strategic, human-centered thought within the overall employee technology experience portfolio.
• Practice Design Thinking to provide strategy direction to engineering teams on behalf of the user, as well as provide data-driven Customer Experience (CX) research.
• Propose, design, develop, and execute self-guided CX research, including design of CX measurement systems and analysis of resulting data, which will support Ford's global workforce.
• Apply Design Thinking principles to address problems with user centricity, monitor CX and UX Metrics and Analytics, and leverage relevant data to advise decision making and strategic approach.

Requirements

• Master’s degree or foreign equivalent in Information, UX Research/Design, Computer Science, Information Science/Studies, Human Computer Interaction or a related field and 3 years of experience in the job offered or a related occupation.
• 3 years of experience with each of the following skills is required: 1. Leveraging user experience design to design user journeys, wireframes and prototypes, and subsequently test and iterate on solutions.
• 2. Utilizing data design and data analysis to identify key data sources, normalize data types and architect solutions to combine disparate data sets.
• 3. Performing user and customer research using user interviews, usability testing, surveys and other techniques along with tools including Figma, Sketch, Miro or UserZoom to understand user needs, behaviors and pain points.
• 4. Communicating key insights via data visualization and storytelling via tools including Miro, Medallia, QlikSense or Qualtrics to simplify understanding of complex data as well as provide a clear narrative to drive action.
• 5. Conducting focused stakeholder engagement using stakeholder mapping sessions, prioritization matrices and other methodologies to understand business priorities, potential risks and overall strategy that are driving current and future workstreams.
• 2 years of experience with each of the following skills is required: 1. Utilizing software development tools including Python, SQL or cloud computing to organize and extract knowledge from data, including performing statistical analysis and building data driven applications.
• 2. Leveraging design prototyping to create experimental models of a proposed solution in order to test feasibility, gather feedback and refine the product or service prior to full development.

Core Competencies

Demonstrates expertise in User Experience (UX) Research and Design, leveraging Design Thinking principles to enhance employee technology experiences. Proficient in data analysis and visualization, with a strong focus on user-centric solutions and stakeholder engagement.

Highest-signal resume keywords

• User Experience Design
• Data Analysis
• Design Thinking
• Stakeholder Engagement
• Prototyping

ATS Optimization Keywords

Hard Skills

• User Journey Design
• Wireframing
• Prototyping
• Data Normalization
• Statistical Analysis
• User Research
• Usability Testing
• Data Visualization
• Storytelling
• Cloud Computing

Soft Skills

• Communication
• Collaboration
• Problem Solving

Certifications & Qualifications

• Master’s Degree in Information, UX Research/Design, Computer Science, Information Science/Studies, or Human Computer Interaction

Industry Keywords

• Customer Experience (CX)
• User Experience (UX)
• Human-Centered Design
• Data-Driven Decision Making

Tools & Technologies

• Figma
• Sketch
• Miro
• UserZoom
• Medallia
• QlikSense
• Qualtrics
• Python
• SQL