Ford Motor Company
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world — together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers’ businesses thrive today and into the new era of electrification.
What you’ll do…
The Ford Pro CX Lead’s primary role is to develop differentiated, key moments in the customer experience based on forecasting unique customer and stakeholder needs within our business-to-business (B2B) value web. The CX Lead for Service is responsible for the customer experience of service, focusing first on customer support/ success and eventually expanding to include additional components of service.
We are looking to build a team of diverse thinkers who bring a variety of backgrounds and approaches to understanding customer needs. Success will require a mix of talent that collectively understands human behavior and needs with empathy across end-to-end customer journeys.
- Serve as customer and stakeholder advocate across Ford Pro Solutions including digital and physical products, services and experiences.
- Utilize the critical thinking method, design thinking, and human-centered design to ensure scalable differentiation viable / desirable / feasible.
- Lead cross-functional teams in delivering holistic customer experiences.
- Develop and test prototypes and proof of concept alongside implementation teams.
- Deliverables may include statement of problems-to-be-solved, wireframes, journey maps, and proofs of concept for alignment with leadership and implementation teams.
- Pivot direction when new information that impacts POV becomes available.
- Uncover and generate insight-based proofs of concept for product development and implementation teams (skunkworks)
- Leverage qualitative and quantitative data from internal and external channels.
- Orchestrate across product and skills teams at Ford Pro, Ford and at partner organizations to deliver key differentiated moments to market.
- Develop and manage to key metrics of customer experience.
- Align to OKRs and ensure delivery of targets.
- Present/communicate.
- Leverage qualitative and quantitative data from internal and external channels.
You’ll have…
- Bachelor’s degree or a combination of education and equivalent experience.
- 7+ years of experience developing human-centered products, services and experiences.
- 2+ years of experience managing direct reports and managing deliverables for executive review.
Even better, you may have…
- Bachelor’s degree or master’s degree
- Experience leading cross-functional teams in innovation discovery and delivery for implementing at scale.
- Demonstrated success in fuzzy, front-end thinking with range of problem-solving techniques and resiliency.
- Practical application of human-centered design methods, including coaching skill teams in these methods
- Experience analyzing, synthesizing, and communicating a range of complex data and insights to stakeholder audiences at differing levels of management using storytelling techniques.
- Collaborating with and leading product design, service design and development teams across physical and digital offerings brought to market.
- Ability to speak multiple business languages such as digital marketing, design, engineering, finance, customer success, sales and business models.
- Ability to work across digital-first and legacy business cultures to build bridges and discover unique capabilities.
- Experience managing supplier and partner design briefs, SOWs, business offices, purchasing and programs management, and people management.
- Working in fast-paced environments that require authority via influence and networking across skill teams.
- Broad-based knowledge of external market trends and internal channels such as dealer network, web (desktop and mobile interfaces), in-vehicle HMI, dealer network, service centers, contact centers, etc.
- Business model development, especially relative to SaaS and VaaS
- Building positive relationships and culture with strong interpersonal skills, demonstrating integrity in all actions
You may not check every box, or your experience may look a little different from what we’ve outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builderor all of the above? No matter what you choose, we offer a work life that works for you, including:
- Immediate medical, dental, and prescription drug coverage
- Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Vehicle discount program for employees and family members, and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
For a detailed look at our benefits, click here:
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.