Since 1979, Honda of America Manufacturing has been committed to building quality products for our customers and quality communities where our associates live and work.

Based upon a philosophy of respecting each individual, we have built a culture of involvement and creativity that harnesses the collective power of each and every team member.

About This Position

• Customer Experience (CX) department is working to build customer loyalty by improving customer satisfaction and creating promoters. We will transform the customer experience across all channels and improve associate & dealer experience through the improvement of systems, processes, and capabilities. We honor customer preferences, offer a personal touch, and value each interaction as a brand-appropriate relationship building opportunity.
• The Business Analyst will lead initiatives to scale up and achieve ROI from digital systems, will oversee and coordinate the production support and enhancement of a medium-sized product or small group of products.
• This role will be a key team member on an Agile Product Team within the CX Department. Responsibilities include: work in a product (scrum) team, complete business and some technical analysis supporting key initiatives, build business cases, recommend and implement business processes and/or system solutions, gather and document user stories & acceptance criteria, lead or contribute to ideation sessions, conduct UAT, support release management at all stages, provide user support, create and run reports/dashboards, prepare and deliver user training, and develop communication materials for a variety of stakeholders.
• This position requires extensive collaboration with AHM associates, IT, consultants, contingent workforce, and vendors.

Responsibilities Include

• Advance agile development cycle product or group of products
• Interview stakeholders to support development of documentation such as user stories, use cases, process flows, and business requirements.
• Participate in Agile development processes including backlog management, sprint planning and demos.
• Collaborate with cross-functional teams to prioritize features and improvements based on business impact and customer needs.
• Support the gathering, analysis, and documentation of business requirements for our software products.
• Support the harmonious flow of work among multiple business and IT teams.
• Collaborate with developer teams during design and development phases.
• Lead continuous improvement efforts
• Conduct market research and analysis to identify consumer trends and user needs.
• Monitor KPIs (e.g. customer sentiment) and product health (system performance) to identify opportunities for product improvements, new features, and functionality.
• Support translating product knowledge to customer / dealer needs.Create compelling cases to advocate for product and influence business decisions.
• Communication and change management
• Conduct change impact analysis and creates change management communication & training plans based on product owner’s direction.
• Support product owner to guide vendors who support product, monitor vendor performance.
• Coordinate communication with stakeholders to ensure alignment of product roadmap and business goals.

We are looking for qualified people and diverse background and experiences, open minds, and a disciplined work ethic, to bring the future to Honda.

Required Work Experience

• 3+ years of experience in Business Analysis or Product Management.
• Knowledge of Agile methodologies and software development lifecycle.
• Strong analytical and problem-solving skills.
• Prior experience in a team environment and the ability to interface with all levels of management needed.
• Skillful questioner – can elicit information and requirements from a broadgroup of stakeholders.
• Experience with Customer Relationship Management processes and systems. Automotive industry a bonus.
• Two or more years of experience of system-oriented work in products or production support.

Required Education

• Bachelor's degree in Business, Computer Science, or related field; or equivalent professional experience supported by subject matter training.

Desired Skills

• Excellent customer service and problem-solving skills.
• Curious, questioning skills to gain understanding and build support.
• Adaptable with proven track record of growing responsibilities.
• Automotive / Auto Dealership experience a plus.
• Experience working with consumer-facing software products.
• Working knowledge of JIRA or similar system.
• Salesforce experience highly valued.
• Experience with SFDC (core products: Service Cloud, Sales Cloud).
• Experience with CRM systems a plus.
• Experience with using Net Promoter Score (or customer satisfaction) data to identify opportunities & measure continuous improvement.