Customer Experience Manager

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

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...

Operating at the intersection of experience design and transformation strategy, this individual connects prioritized customer needs to execution. Rather than focusing on incremental improvements, this role is dedicated to redesigning how fleet customers experience shopping, purchasing, onboarding, ownership, and renewals. This role translates client insights, behavioral signals, and business priorities into scalable service models and journey designs. Partnering cross-functionally, the Customer Experience Manager ensures customer experiences are intentional, consistent, and measurable. This position plays a critical part in evolving Ford's commercial relationships to a structured, proactive, and insight-driven experience model that still keeps the customer in the driver’s seat. The ideal candidate is energized by ambiguity, challenges conventional assumptions, and knows how to turn fragmented experiences into cohesive, scalable solutions.

What you'll do...

Research & Insights (Understanding the Customer)

Grounding strategy in objective, data-driven customer realities.

• Customer Research & Synthesis: Partner with research teams to guide and lead peers through documentation, analysis, synthesis, and support summarization to ensure clear, defensible insights and alignment with action-ready outputs.
• CX Metrics: Support peers in monitoring the performance of designed experiences using key CX metrics (e.g., NPS, CSAT, retention indicators) and rapidly iterate based on real-world results.

Design & Strategy (Envisioning the Future)

Translating insights into structured, future-state experiences.

• Human-Centered Experience Design: Design transformative, end-to-end customer experiences that remove friction. Challenge legacy assumptions to deliver innovative, human-centered solutions while maintaining a practical understanding of platform constraints and technical or process limitations.
• Journey Architecture & Service Blueprinting: Translate broad strategic ideas into actionable experience models, journeys, and highly functional service blueprints aligned to customer segmentation. Proactively identify and apply the appropriate CX artifacts—including Customer Journey Maps, Service Blueprints, JTBD (Jobs-to-be-Done) statements, and Moments-that-Matter—to establish realistic interaction owners and build pragmatic, de-risked implementation plans.
• Ecosystem Optimization: Balance granular touchpoint optimization with ecosystem priorities, maintaining a "forest and trees" perspective to identify key strategic leverage points that drive meaningful, enterprise-scale impact.

Implementation (Operationalizing the Design)

Driving projects over the finish line and executing strategies autonomously.

• Autonomous Workstream Leadership: Guide CX workstreams with independent decision-making: Move concepts to execution with data-informed judgment, owning initiatives autonomously from start to finish.
• Project Outcomes & Change Management: Balance competing priorities and drive project outcomes by aligning customer needs to operational input metrics. 
• Risk & Resource Management: Know when to reach out for support: Engage cross-functional partners and leadership for alignment, resources, and risk management as appropriate, demonstrating mature organizational instincts.

Influence & Alignment (Bringing Others Along)

Fostering collaboration, building consensus, and communicating strategic narratives.

• Cross-Fun