Remote Experience Strategy Lead

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

Benefits offered by this job

Medical/dental/vision coverage

Parental leave & family benefits

Tuition assistance

Vehicle discount program

Employee resource groups

Job summary

Ford Motor Company is seeking a seasoned Customer Experience professional to lead outside-in assessments across shopping, buying and owning journeys. You will document experiences, benchmark industry practices and translate insights into actionable roadmaps for Ford’s Global Digital and Advanced Product Strategy & Planning teams.

You will explore AI shopping tools, test real customer journeys, and mentor teams to elevate the customer experience across Ford, Lincoln, and Ford Pro channels.

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.
• Document each experience in a consistent format and keep a benchmark library the team pulls from.
• Benchmark how the best companies handle big, considered purchases and ownership, in automotive and beyond.
• 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 and share what you learn with the team every month.

Skills

Proactiveness

Customer obsession

Storytelling

Cross-functional influence

AI shopping tools

Observation to insights

Industry networking

Influence as IC across teams

Education

Bachelor’s Degree

Master’s Degree/MBA

Job description

Ford Motor Company is seeking a seasoned Customer Experience professional to lead outside-in assessments across shopping, buying and owning journeys. You will document experiences, benchmark industry practices and translate insights into actionable roadmaps for Ford’s Global Digital and Advanced Product Strategy & Planning teams.

You will explore AI shopping tools, test real customer journeys, and mentor teams to elevate the customer experience across Ford, Lincoln, and Ford Pro channels.