Customer Experience Manager

We made history and now we work to transform the future for our customers our communities and our families. Youll see your work on the road every day helping people move freely and pursue their dreams. At Ford you can build more than vehicles. Come build what matters.

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 Fords commercial relationships to a structured proactive and insight-driven experience model that still keeps the customer in the drivers seat. The ideal candidate is energized by ambiguity challenges conventional assumptions and knows how to turn fragmented experiences into cohesive scalable solutions.

What youll do...

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 artifactsincluding Customer Journey Maps Service Blueprints JTBD (Jobs-to-be-Done) statements and Moments-that-Matterto 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.

Youll have...

• 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 bachelors 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.

Even better you may have...

• 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.

THIS ROLE IS HYBRID FOUR (4) DAYS/WEEK ON-SITE IN S.E. MICHIGAN

THIS ROLE IS TWA (UP TO 90% FULL-TIME)

You may not check every box or your experience may look a little different from what weve outlined but if you think you can bring value to Ford Motor Company we encourage you to apply!

As an established global company we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe or keep you close to home Will your career be a deep dive into what you love or a series of new teams and new skills Will you be a leader a changemaker a technical expert a culture builderor all of the above No matter what you choose we offer a work life that works for you including:
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 Years Day
Paid time off and the option to purchase additional vacation time.

This position is leadership level 6 and ranges from $115500-$218100.

Final determination of salary grade will be based on candidates skills and experience and base salary will be set within the applicable range according to job scope responsibility and competitive market value.

For more information on salary and benefits click here: sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. 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 the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

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