Customer Experience Manager
About The Position
Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification. In this 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. At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation. We seek to provide the thought leadership essential to achieving Ford's strategic objectives. We translate insight into action by driving toward robust points of view, timely decisions and responsible allocation of enterprise resources.
Requirements
- Experience at the intersection of experience design and transformation strategy.
- Ability to connect prioritized customer needs to execution.
- Focus on redesigning customer experiences rather than incremental improvements.
- Skill in translating client insights, behavioral signals, and business priorities into scalable service models and journey designs.
- Ability to partner cross-functionally.
- Energized by ambiguity.
- Challenges conventional assumptions.
- Knows how to turn fragmented experiences into cohesive, scalable solutions.
Responsibilities
- Redesigning how fleet customers experience shopping, purchasing, onboarding, ownership, and renewals.
- Translating client insights, behavioral signals, and business priorities into scalable service models and journey designs.
- Ensuring customer experiences are intentional, consistent, and measurable.
- Evolving Ford's commercial relationships to a structured, proactive, and insight-driven experience model.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
