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Title:  Automotive Service Experience Analyst



Date:  Nov 25, 2022


Title: Automotive Service Experience Analyst

Location:  Metro Detroit Area

Job Type: Full-time with Benefits  


Who We Are:  

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice. 






As a Software Development Consultant, you will provide insightful advice and friendly, hands-on technical support to Ford software developers and system experts, as they develop apps for Ford Dealers and Customers. You will leverage your experience in the dealer service lane and/or department to offer guidance, knowledge, and best practices ideas, to result in the best possible user experience for Ford applications, which are used by service departments across the nation. You will work with developers and product owners to provide real-world Service Management/Advisor perspective on tool utilization, helping to identify gaps, point out must-haves and preferred elements to maximize usage by dealership staff.


You will help identify problems and help work through solutions to ensure Ford's customer service is relevant, current, and user friendly. You will help with journey mapping the user and customer experience to provide insight on how the technology can be utilized by various frontline roles. The end goal is to help build a more engaging customer experience, retention, and satisfaction.  


Who You Are 


  • Ideally, you are a former Service Management/Advisor with interest and skills in technology.
  • You are always learning new technology and can easily master new products and tech tools. 
  • Strongly preferred:  Ford and/or Lincoln dealership experience
  • Working knowledge and experience with Dealer Management systems and other tools dealers use, such as X-Time, CDK, appointment scheduling systems, etc.
  • Love how it feels to encourage others – You bring excitement and energy to new technology. 
  • A player-coach — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
  • A data-driven decision maker — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
  • A collaborative team player — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.


How You Will Succeed 


  • Understands the challenges of the automotive leadership and frontline employees, e.g., Sales, Service, and Parts  
  • Work directly with leaders and peers to improve product being developed 
  • You have strong people skills, you are approachable, a good listener, and empathetic 
  • You are intellectually flexible and open to new ideas; a creative thinker
  • Excellent written and verbal communication skills
  • Comfortable with working with groups or individuals
  • Embraces diversity, thinking, and motivating others through challenging situations. 
  • Ability to develop collaborative relationships and become a trusted partner.


Essential Duties and Responsibilities


The candidate will be a helpful team player with a bias for action and will have the ability to partner with others to influence strategy, improve the Ford customer experience and drive results. The candidate will be a good communicator, comfortable contributing in a matrixed organization with multiple leaders providing input and direction.


  • Design and influence whole dealership engagement strategies related to app development.
  • Become a subject matter expert with all things related to apps being developed (purpose, function, and interface strategies).
  • Face-to-face interactions in team settings with a range of relevant stakeholders.
  • Counsel team members and system developers on “real world” concerns in the service lane.
  • Communication and documentation during the process of product development. 




  • 3-5 years of in-dealer automotive service department experience
  • Tech Savvy  
  • Metro Detroit area resident with ability to work remote
  • Open to change to possible full-time office position in Allen Park/Dearborn area
  • Ability to understand business strategy and translate it into practical solutions.
  • Ability to deal with ambiguity and fast-paced change driven by growth and client needs.
  • Strong People Skills, and communications skills, with a knack for problem-solving
  • Highly analytical and data driven.
  • Demonstrated ability to effectively collaborate with multiple stakeholders.
  • Proficient with the 2021 Microsoft Suite/Office365 (XLS, PPT, Word)
  • Travel Required: sporadic/infrequent. To dealers, less than 25


MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 


If you are interested in this position apply here  


Job Segment: BPO, User Experience, Technical Support, Automotive, Operations, Technology

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