Remote Customer Experience Strategist

Ford Motor Company

Dover (DE)

On-site

USD 99,000 - 166,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Medical, dental, vision coverage

Parental leave and family benefits

Vehicle discount program

Tuition assistance

Employee resource groups

Paid time off for community service

Generous vacation and holidays

Job summary

Ford Motor Company is seeking a Senior Product Manager for Advanced Product Strategy & Planning to lead outside-in customer experience efforts across Ford, Lincoln and Ford Pro. You will go into the world to observe shopping, buying and owning journeys and translate findings into actionable roadmap inputs.

You’ll collaborate with product, design, research and analytics, mentor others, and help shape tests and pilots.

Qualifications

Minimum 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 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; sets that bar for the team and mentors others to it.
Documents experiences clearly so findings are usable by someone who was not there.
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: test drives, deliveries, showrooms, online purchases, accessory and service purchases, AI shopping assistants.
Document each experience in a consistent format (the journey, what the customer felt, what made it work, what we would apply) and keep a benchmark library the team pulls from.
Benchmark how the best companies handle big, considered purchases and ownership, in automotive (Tesla, Carvana, CarMax, Toyota) and beyond (homes, travel, luxury, electronics), for retail and commercial customers.
Track trends in how customers shop, buy and own, including AI, and explain what they mean for Ford.
Bring findings back to the Advanced Product Strategy & Planning team as use cases tied to a space, a strategic bet and the value it delivers to the customer and to Ford; pitch them with the team to journey managers, PMs and product leaders; help prototype and shape the test.
Feed outside-in input into the quarterly strategy refresh and roadmap alignment sessions.
Represent Global Digital in the industry (conferences, partners, retail peers) and share what you learn with the team every month.