At CDK, one of our core values is “create possibilities.” By exploring new ideas and challenging what’s possible, our employees create opportunities to improve the customer experience and shape the future of automotive retail.
Read how Paul Brady, group product manager, and Tiahna McDowell, director of Customer Experience Programs, are creating possibilities at CDK by turning ideas into action.
Paul Brady: Turning an Idea Into Opportunity
Please describe your role at CDK.
My CDK journey began in 2019 when I joined Roadster, which was later acquired by CDK. I started in Customer Success before joining the Product team in 2023. I’ve since been promoted to group product manager, where I set product strategy and guide engineering priorities.
How did your idea create possibilities for CDK?
CDK’s 2026 Hackathon contest challenged employees to create tangible projects ready for implementation through thoughtful problem-solving and critical thinking. Our team developed a proof of concept for a lender data platform that could give CDK greater control over the data powering our sales tools. The tool uses AI and machine learning to analyze inbound lender program details and ensure they are consistent with expectations. This would automate deployment to our applications, saving us valuable time each month getting our dealerships live with the most recent lender programs.
The project would add significant intelligence to our lender data pipeline, helping us identify program discrepancies and better track and audit messy and complicated source data. It also would improve our overall time to market for lender program changes, while reducing internal costs associated with manual entry or reviews.
How did this project create impact for CDK?
During my time in Customer Success, I saw how incorrect lender data created challenges for dealers. Resolving those issues was often slow because we depended on manual review of data discrepancies. This project would establish a foundation for CDK to take greater ownership of that data, address concerns faster, and become a stronger partner to our dealers.
Tiahna McDowell: Bringing Customer Obsession to Life
Please describe your role at CDK.
I joined CDK in June 2024 as director of Customer Experience Programs. I lead initiatives that strengthen our customer experience strategy and help CDK listen to customers, act on feedback, and improve their experience. My team collaborates across CDK to improve customer journeys, develop customer-focused processes, and strengthen our customer-obsessed culture.
How does the CX Ambassador Community create possibilities?
In August 2024 we launched the CX Ambassador Community, which brings together employees who are passionate about improving customer experiences and empowering them to become champions within their teams.
I oversee the program’s strategy, communications and engagement, including meetings, educational content, sharing customer insights, and improvement projects. The community now includes more than 130 employees representing most major groups across CDK. The program makes the customer experience a shared responsibility across the company. Ambassadors serve as local champions who help connect customer feedback with business priorities, exchange best practices and success stories, and identify ways to reduce friction throughout the customer journey.
What is most meaningful about the program?
The most meaningful part is seeing employees from across CDK unite around a shared commitment to our customers. The Ambassador community demonstrates that creating exceptional customer experiences is not limited to customer-facing teams. Every employee has an opportunity to influence the customer experience through the work they do each day.
Watching their ideas become meaningful improvements represents the best of CDK: employees working together to create value for our customers.
If you’re looking for a place where your work matters, your expertise is valued, and your contributions are recognized, CDK is a place where you can build a meaningful career. Apply today!