Customer Experience Manager
Core
Redesigning end-to-end customer experiences for fleet customers across shopping, purchasing, onboarding, ownership, and renewals to transform Ford's commercial relationships.
Role type
Senior Customer Experience Manager (Strategy & Design)
Builds
Scalable service models, journey designs, and service blueprints for Ford Pro fleet customers
Domain
Automotive / Commercial Fleet Services
Deliverable
product features
Required skills
Customer research & synthesis, Journey architecture, Service blueprinting, Human-centered design, Cross-functional alignment, Project leadership, Change management, Data-driven decision making, Ecosystem optimization
Preferred skills
Experience with JTBD statements, Moments-that-Matter, Matrixed environment navigation
Technologies
Customer Journey Maps, Service Blueprints, NPS, CSAT, JTBD
Responsibilities
Lead customer research and synthesize insights into action-ready outputs; Design transformative, end-to-end customer experiences; Translate strategic ideas into actionable experience models and service blueprints; Guide CX workstreams with autonomous decision-making; Drive project outcomes and manage change; Facilitate cross-functional alignment and workshops.
Seniority
Senior, hands-on IC with strategic influence
