Remote Customer Experience Strategist, Global Strategy

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

Benefits offered by this job

Health coverage

Parental leave

Tuition assistance

Vehicle discount program

Paid time off

Job summary

Ford Motor Company in the United States is seeking a senior CX-focused professional to shape customer experiences across digital and retail platforms. You will go out into the world to benchmark shopping journeys, document insights, and translate findings into actionable roadmaps for Ford Global Digital and Advanced Product Strategy & Planning.

The role emphasizes leadership by influence across product, design, engineering and business teams, with a strong focus on customer value, AI shopping

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 the best ways to deliver 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 and consistently, so a finding is usable by someone who was not there.
• Fluent with current AI shopping tools and how digital and physical journeys connect, enough to judge what is real and what is a demo.
• 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.

Skills

Customer experience

Proactive mindset

Storytelling

Industry network

Influence without authority

Education

Bachelor’s Degree

Job description

Ford Motor Company in the United States is seeking a senior CX-focused professional to shape customer experiences across digital and retail platforms. You will go out into the world to benchmark shopping journeys, document insights, and translate findings into actionable roadmaps for Ford Global Digital and Advanced Product Strategy & Planning.

The role emphasizes leadership by influence across product, design, engineering and business teams, with a strong focus on customer value, AI shopping