Job Description

Knowledge Management and Customer Experience (KMCX) Specialist is responsible for managing internal (process documentation) and external documentation (Life@Ford portal and HCM facing). Managing documentation includes uploading and publishing contents, driving periodical review and maintenance. The specialist will also manage the overall customer feedback surveys, feedback analysis and derive probable improvement opportunities. Align the improvement opportunities with responsible teams and support implementation. Additionally, take care of governance responsibilities being part of Global Operations team.






Experience as a strong communicator with excellent verbal/written skills Ability to coordinate with HR and enterprise-wide stakeholders throughout the knowledge management process Must have customer centric approach in designing and executing solutions Knowledge of key HR systems and data management Ability to manage various trackings and use the information in respective governances / reviews Experience with change management and effective communication Multi-tasking in a fast paced environment with a diverse audience Excellent interpersonal skills; demonstrates effective listening and questioning skills and is comfortable dealing with all levels in the organization Problem-solving and decision making skills





Process portal content update requests received from content / process owners. Publish the contents in the Life@Ford portal through CRM - Partner with process owners to enhance user experience in the portal by making appropriate content hosting recommendations based on expertise of portal management and customer feedback - Conduct and drive content and documentation reviews periodically with process owners and SMEs within People First. Maintain the contents relevant and accurate. Review the customer feedback for the Life@Ford portal, execute solutions by liaisoning with process owners or product team (IT) appropriately. Consistently connect with customers who have given feedback to understand more and covert them into possible improvement actions Partner with product team (IT) in implementing technology fixes and enhancements for knowledge management Maintain the feedback surveys for portal and service channels in the designated tool(s) Collate and analyse the feedback verbatims to generate inferences that enable identifying improvement areas. - Partner with Shared Services leaders and teams to draft appropriate recommendations to improve and follow up for aligned actions Track, manage and report out opportunities for improvement of Shared Services and Operations, as well as service expansion/process intake - Maintain HC tracking for shared services including efficiencies derived through automations, process improvements etc. - Maintain the Shared Services Blueprint document by conducting reviews and validation with all topic owners / SPOCs within People First - Support the documentation readiness for Oracle HCM launch and other ongoing portal improvement initiatives