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Customer Experience Designer

Expired Job

Ford Motor Company US Dearborn , MI 48120

Posted 5 months ago

Job Description: & Qualifications

Position Description/Overview

The Customer Experience team inspires Ford Motor Company to care for how customers feel about their interactions with the company, end-to-end. The CX Design Manager supports Ford Motor Company's transformation by establishing a rigorous CX design practice for new experiences with customers, employees, and partners. This position leads the company to define and refine experiences based on the Brand Design Language, the CX vision and research-based customer understanding.

Key Responsibilities:

  • Design customer experiences, touchpoints, and moments of truth that best meet the overall objectives

  • Partner with the broader organization and Greenfield Labs to apply human-centered design by using quantitative and qualitative customer research to generate ideas, then prototyping, testing with customers, and repeating the process many times before deciding that a design is done

  • Create CX design tools and methods to be used by the broader organization

  • Partner with the User Experience (UX) community at Ford to ensure brand design language consistency

  • Support the organization in mapping the customer experience ecosystem behind key customer journeys

  • Monitor design work to make sure brand attributes come to life in all experience design

Job Requirements:

Basic Qualifications:

  • Bachelors Degree
  • 3+ years work experience in customer experience

Preferred Qualifications:

We are looking to build a diverse team that brings together multiple backgrounds and experiences. Diversity of thought is critical to ensure we position Ford for success now, near and far. Success will require a mix of talent that collectively understands the customer (as people), dealers, service, credit, marketing & sales, product development, etc.

  • Customer Journey Mapping

  • CX ecosystem mapping

  • Process Mapping

  • Design Thinking

  • Prototyping

  • Co Creation

  • Multisensory design

Key Leadership Behaviors

  • Experience working with a cross-functional team

  • Flexibility to move from one project to another

  • Self-directed, but not a lone star designer

  • Connector; cross functional collaboration

  • Resourceful, driven by results

  • Be eager to embrace change by adapting to changing priorities of the business, as customer demands evolve fast

  • Be willing to work in a unified workplace, not restricted by physical locations. Comfortable with working remotely, leveraging each face-to-face encounter to build strong relationships

  • Prioritize sharing and helping others, leveraging collaborative tools, ideas and feedback

The distance between imagination and creation. It can be measured in years of innovation, or in moments of brilliance. When you join the Ford team discover all the benefits, rewards and development opportunities you'd expect from a diverse global leader. You'll become part of a team that is already leading the way, with ingenious solutions and attainable products and it is always ready to go further.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Ford Motor Company is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.


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Customer Experience Designer

Expired Job

Ford Motor Company US