CX Lead, Software and Service

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.

In this position…

• Serve as customer and stakeholder advocate across FordPro 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 FordPro, 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 to executive audiences.
• Direct management of people.

The role is eligible for remote work within the USA!

What you'll do… 

• Collaborating with CX leadership on Objectives and KPI planning and roadmaps.
• 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.
• 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.
• Speaks 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 (including marketing and tech) to build bridges and discover unique capabilities.
• 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.

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.

You'll have…

• Bachelor's Degree Required. 
• 10+ years of experience developing human-centered insights and products.
• 3+ years of experience in leading direct report employees.

Even better if you have…

• Master's degree in business or design.
• Experience presenting to diverse audiences.
• Design visualization tools such as Adobe Creative Suite.
• Demonstration of experience and service design skills such as Journey Maps and Service Blueprints.

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 an