Global CX Experience Strategist (Outside-In)

Ford Motor Company; Salem (OR); On-site; USD 99,000 - 166,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Parental leave & family benefits

Vehicle discount program

Tuition assistance

Employee resource groups

Paid time off & holidays

Job summary

Ford Motor Company is seeking a senior, customer-focused strategist to explore and document end-to-end shopping, buying and owning experiences across automotive, real estate and AI-assisted journeys. You will benchmark competitors, track trends, and present findings to influence roadmaps and strategy within Global Digital.

You will collaborate with product, design, engineering and business teams, traveling to observe experiences and translate insights into actionable test cases and strategic

Qualifications

• Education: Bachelor’s Degree
• 5+ years in customer experience, retail, e-commerce or digital product, with direct retail experience (in-store and online). Automotive retail a plus.
• Proactive and curious: you seek out new experiences on your own, try them first and ask how they work.
• Customer obsessed: you start from what the customer experiences and are relentless about delivering value to customers and to Ford.
• Subject matter expert on what makes a shopping, buying or owning experience best in class; mentors others.
• Documents experiences clearly and consistently for usability by others.
• Fluent with current AI shopping tools and how digital and physical journeys connect.
• Has taken observations to tested customer experiences and presented findings to senior leadership.
• Strong storytelling and an active industry network.
• Leads through influence as an individual contributor across product, design, engineering and business teams.

Responsibilities

• Go out into the world and experience best-in-class shopping, buying and owning firsthand.
• Document each experience in a consistent format and keep a benchmark library.
• Benchmark how top companies handle big purchases and ownership across sectors.
• Track trends in customer shopping behavior and AI usage.
• Bring findings back to the team as use cases tied to strategy and value.
• Contribute to quarterly strategy refresh and roadmap alignment.
• Represent Global Digital in industry events and share learnings monthly.

Skills

Customer experience

Retail & e-commerce

Proactive curiosity

Storytelling

AI shopping tools

Cross-functional collaboration

Influence (IC)

Networking

Education

Bachelor’s Degree

Master’s Degree or MBA

Job description

Ford Motor Company is seeking a senior, customer-focused strategist to explore and document end-to-end shopping, buying and owning experiences across automotive, real estate and AI-assisted journeys. You will benchmark competitors, track trends, and present findings to influence roadmaps and strategy within Global Digital.

You will collaborate with product, design, engineering and business teams, traveling to observe experiences and translate insights into actionable test cases and strategic