Customer Experience Manager

Ford Motor • Detroit, MI

5d • Hybrid

About The Position

Operating at the intersection of experience design and transformation strategy, this individual connects prioritized customer needs to execution. Rather than focusing on incremental improvements, this role is dedicated to redesigning how fleet customers experience shopping, purchasing, onboarding, ownership, and renewals. This role translates client insights, behavioral signals, and business priorities into scalable service models and journey designs. Partnering cross-functionally, the Customer Experience Manager ensures customer experiences are intentional, consistent, and measurable. This position plays a critical part in evolving Ford's commercial relationships to a structured, proactive, and insight-driven experience model that still keeps the customer in the driver’s seat. The ideal candidate is energized by ambiguity, challenges conventional assumptions, and knows how to turn fragmented experiences into cohesive, scalable solutions.

Requirements

• 5+ years of experience in Customer Experience, Experience Design, Service Design, Management Consulting, Design Consulting, or Transformation Strategy.
• 3+ years of experience in a large, matrixed organization collaborating with cross-functional partners.
• A bachelor’s degree in business administration, design (service/interaction), social sciences, systems engineering, or a related field.
• Proven expertise in journey mapping, service blueprinting, and synthesizing qualitative and quantitative data into actionable insights.
• Advanced proficiency in Miro and PowerPoint.
• Strong strategic thinking, prioritization, pragmatism, and the ability to deliver high-quality work in a time-sensitive environment.

Nice To Haves

• Experience leading CX, Service Design, or Transformation initiatives in a consulting firm, B2B organization, automotive, or fleet management environment.
• Demonstrated leadership in change management and driving operational adoption of new customer experience models.
• Experience launching new products or services in-market within a startup, innovation hub, or a high growth organization.
• Strong capability to facilitate co-creation workshops and design sprints with diverse, multi-disciplinary teams.
• Excellent written and verbal communication skills, with the ability to communicate complex ideas clearly and concisely to senior executives.

Responsibilities

• Research & Insights (Understanding the Customer): Grounding strategy in objective, data-driven customer realities. Customer Research & Synthesis: Partner with research teams to guide and lead peers through documentation, analysis, synthesis, and support summarization to ensure clear, defensible insights and alignment with action-ready outputs. CX Metrics: Support peers in monitoring the performance of designed experiences using key CX metrics (e.g., NPS, CSAT, retention indicators) and rapidly iterate based on real-world results.
• Design & Strategy (Envisioning the Future): Translating insights into structured, future-state experiences. Human-Centered Experience Design: Design transformative, end-to-end customer experiences that remove friction. Challenge legacy assumptions to deliver innovative, human-centered solutions while maintaining a practical understanding of platform constraints and technical or process limitations. Journey Architecture & Service Blueprinting: Translate broad strategic ideas into actionable experience models, journeys, and highly functional service blueprints aligned to customer segmentation. Proactively identify and apply the appropriate CX artifacts—including Customer Journey Maps, Service Blueprints, JTBD (Jobs-to-be-Done) statements, and Moments-that-Matter—to establish realistic interaction owners and build pragmatic, de-risked implementation plans. Ecosystem Optimization: Balance granular touchpoint optimization with ecosystem priorities, maintaining a "forest and trees" perspective to identify key strategic leverage points that drive meaningful, enterprise-scale impact.
• Implementation (Operationalizing the Design): Driving projects over the finish line and executing strategies autonomously. Autonomous Workstream Leadership: Guide CX workstreams with independent decision-making: Move concepts to execution with data-informed judgment, owning initiatives autonomously from start to finish. Project Outcomes & Change Management: Balance competing priorities and drive project outcomes by aligning customer needs to operational input metrics. Risk & Resource Management: Know when to reach out for support: Engage cross-functional partners and leadership for alignment, resources, and risk management as appropriate, demonstrating mature organizational instincts.
• Influence & Alignment (Bringing Others Along): Fostering collaboration, building consensus, and communicating strategic narratives. Cross-Functional Alignment & Workshop Facilitation: Drive alignment and adoption across a complex, matrixed environment (including sales, enablement, financing, marketing, digital, and service) to organically build a network of "Customer Advocates." Lead collaborative workshops and co-creation sessions to design solutions that balance exceptional user experience with operational scalability and risk management. Executive Storytelling & Strategic Communication: Maintain clarity of thought to articulate clear plans to cross-functional partners and convey executive-level "big picture" narratives. Demonstrate strong written and verbal communication skills, strategically recognizing when to translate complex insights into high-impact executive summaries versus when to guide teams through deep-dive synthesis. Professional Deliverables & Visualizations: Take accountability for preparing and delivering presentations of findings and recommendations to internal client teams. Self-manage the creation of professional PowerPoint slides, proactively seeking feedback and iterating to produce simple, visually digestible content that resonates with cross-functional audiences.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager