Emerging Experience Strategist

Ford • ,

1d • $99,100 - $166,200 • Remote

About The Position

The Emerging Experience Strategist works within Ford’s Customer Experience team and Advanced Product Strategy & Planning to provide an outside-in view of customer experiences. The role independently explores best-in-class shopping, buying, and ownership journeys across automotive and other industries, documenting what customers experience, how they feel, what makes the journey work, and what Ford could apply to vehicle and non-vehicle commerce across Ford.xx, Lincoln, and Ford Pro.

The strategist maintains a consistent benchmark library, tracks customer and technology trends including AI, and translates findings into use cases tied to strategic bets and customer and Ford value. The role presents and pitches recommendations with the team to journey managers, product managers, and product leaders; helps prototype and shape tests; contributes to quarterly strategy refreshes and roadmap alignment; and represents Global Digital in industry settings. The position leads through influence as an individual contributor across product, design, engineering, and business teams.

The position is salary grade 8, with a stated salary range of $99,100–$166,200. Visa sponsorship and domestic relocation are not available.

Requirements

• Bachelor’s degree.
• At least 5 years of experience in customer experience, retail, e-commerce, or digital product, including direct in-store and online retail experience.
• Proactive and curious, with a record of independently seeking out and trying new experiences and examining how they work.
• Customer-focused, with an emphasis on delivering value to customers and Ford.
• Subject-matter expertise in best-in-class shopping, buying, or ownership experiences, including setting standards and mentoring others.
• Ability to document experiences clearly and consistently so findings can be used by people who were not present.
• Fluency with current AI shopping tools and how digital and physical journeys connect, with the ability to distinguish working experiences from demonstrations.
• Experience taking observations through to tested customer experiences and presenting findings to senior leadership.
• Strong storytelling skills and an active industry network.
• Ability to lead through influence as an individual contributor across product, design, engineering, and business teams.
• Legally authorized to work in the United States; employment eligibility will be verified at hire.

Nice To Haves

• Automotive retail experience.
• Master’s degree or MBA.
• Experience with large or financed purchases such as automotive, real estate, or travel; accessories, parts, or service commerce; omnichannel or dealer experience; B2B or fleet commerce; global experience; or Ford or dealership experience.

Responsibilities

• Independently experience best-in-class shopping, buying, and ownership journeys, including test drives, deliveries, showrooms, online purchases, and accessory and service purchases.
• Document each experience in a consistent format covering the journey, customer feelings, what made it work, and what Ford could apply; maintain a benchmark library for the team.
• Benchmark how leading companies handle considered purchases and ownership in automotive and other industries, for retail and commercial customers.
• Track trends in how customers shop, buy, and own, including AI, and explain their implications for Ford.
• Translate findings into use cases tied to a strategic space or bet and the value delivered to customers and Ford.
• Pitch findings with the team to journey managers, product managers, and product leaders; help prototype and shape tests.
• Provide outside-in input to quarterly strategy refreshes and roadmap alignment sessions.
• Represent Global Digital at industry conferences and with partners and retail peers, and share learnings with the team monthly.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new parent ramp-up programs, and subsidized backup childcare.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day.

What This Job Offers

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