Voice of Customer (VOC) Data Specialist

Role:
Digital Product Design at Ford is committed to envisioning and creating simple, thoughtful, enjoyable, and compelling product experiences that our customers need and love. We work in close partnership with product and engineering to deliver best-in-class interactions experiences that meet the needs of people today, and in the future. Our team is comprised of a dynamic group of product designers, researchers, visual designers, industrial designers, modelers, and project managers.

We are looking for a Data Specialist to help analyze voice of the customer data to shape the future of digital and physical spaces within the cockpits of Ford and Lincoln vehicles. You will work with a very diverse cross-disciplinary team to ensure the best solutions to meet the customer’s expectations while providing a simple and intuitive interaction to the vehicle are being designed and implemented.

 

The ideal candidate will work under experienced Customer Confidence & Centerstack team leadership and support the Digital Experience Quality center of excellence within Digital Product Design by:

• Developing, implementing, and improving the process to leverage AI (LLMs) to categorize multiple databases of customer feedback to identify design issues impacting our users
• Reviewing customer feedback to identify and prioritize UX design updates for Touchscreen Centerstacks
• Reviewing Product Designs and provide input on how to best integrate into the in-vehicle experience. 
• Validation of Touchscreen Centerstack UX and appearance quality to ensure best UX and that implementation meets design intent.
• Tracking UX issues (i.e., design or defect) to closure, including documenting program status on healthcharts and escalating issues that are not being resolved in a timely manner.
• Support new tools/processes development for early identification of issues.

Minimum Requirements:

• Bachelor’s degree in engineering, ergonomics, interactive design or equivalent.
• 2+ years LLM prompt engineering
• 3+ years of experience in user interface or user interaction design.
• 3+ years of experience with Ford/Lincoln SYNC product development or equivalent.
• Excellent teamwork, leadership, interpersonal and communication skills required.

Preferred Qualifications:

• 5+ years of user interface or user interactive design experience 
• 2+ years Usability Testing experience
• 2+ years Concept Validation experience
• Proficient with Figma, JIRA, and Microsoft Office 

Skills:

• Comfortable working on changing demands, including changing deadlines.
• Self-starter that is organized and has the ability to prioritize and manage multiple tasks with minimal direction.
• Passion for User Experience and Customer-Centered Design.
• Excellent teamwork, leadership, interpersonal and communication skills with high attention to details.