Remote Customer Experience Strategist

Ford Motor Company

Cheyenne (WY)

On-site

USD 99,000 - 166,000

Full time

2 days ago

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Benefits offered by this job

Medical, dental, vision coverage

Parental leave and back-up childcare

Vehicle discount program

Tuition assistance

Employee resource groups

Paid time off and holidays

Job summary

Ford Motor Company is seeking a Senior Customer Experience role to lead outside-in research across shopping, buying and owning journeys. You will document experiences, benchmark competitors, and translate insights into actionable opportunities for Ford’s Global Digital strategy.

You will track trends in AI-assisted shopping, influence cross-functional teams, and present findings to senior leadership. This role blends research with strategic roadmapping in Ford’s dynamic environment.

Qualifications

Bachelor’s Degree required.
5+ years in customer experience, retail, e-commerce or digital product with direct retail experience; automotive retail a plus.
Proactive and curious: seek out new experiences, try them first and assess how they work.
Customer obsessed: focus on delivering value to customers and Ford.
Subject matter expert on best-in-class shopping/owning experiences; mentors others.
Documents experiences clearly for others to use.
Fluent with AI shopping tools; judge real vs demo experiences.
Has turned observations into tested customer experiences and presented findings to senior leadership.
Strong storytelling and active industry network.
Leads through influence across product, design, engineering and business teams.

Responsibilities

Go out into the world to experience best-in-class shopping, buying and owning firsthand.
Document experiences in a consistent format and benchmark the findings.
Benchmark how top companies handle big purchases for retail and commercial customers.
Track trends in how customers shop, buy and own, including AI, and interpret implications for Ford.
Bring findings to the Advanced Product Strategy & Planning team as use cases to influence roadmaps.
Contribute to quarterly strategy refresh and roadmap alignment sessions.
Represent Global Digital at industry events and share learnings monthly.