Job Description: & Qualifications
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.
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
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
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.
Ford Motor Company US