CX Lead, Metrics

Job DescriptionFord 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• Serve as customer and stakeholder advocate across FordPro Solutions including digital and physical products, services and experiences.• Utilize the critical thinking method, design thinking, and human-centered design to ensure scalable differentiation - viable / desirable / feasible.• Lead cross-functional teams in delivering holistic customer experiences.• Develop and test prototypes and proof of concept alongside implementation teams.• Deliverables may include statement of problems-to-be-solved, wireframes, journey maps, and proofs of concept for alignment with leadership and implementation teams.• Pivot direction when new information that impacts POV becomes available.• Uncover and generate insight-based proofs of concept for product development and implementation teams (skunkworks)• Support the measurement development for Ford Pro CX including developing future priorities through the CX prioritization process, setting up future projects (both strategy, data and logistics) and coordinating market input and priorities by using the Human Centered Design process.• Leverage qualitative and quantitative data from internal and external channels.• Orchestrate across product and skills teams at FordPro, Ford and at partner organizations to deliver key differentiated moments to market.• Develop and manage to key metrics of customer experience.• Align to OKRs and ensure delivery of targets.• Present/communicate to executive audiences.• Direct management of people.This role is hybrid out of Detroit MI.ResponsibilitiesWhat you'll do• Collaborating with CX leadership on Objectives and KPI planning and roadmaps• Leading cross-functional teams in innovation discovery and delivery for implementing at scale• Demonstrated success in fuzzy, front-end thinking with range of problem solving techniques and resiliency• Practical application of human-centered design methods, including coaching skill teams in these methods• Analyzing, synthesizing and communicating a range of complex data and insights to stakeholder audiences at differing levels of management using storytelling techniques• Collaborating with and leading product design, service design and development teams across physical and digital offerings brought to market• Speaks multiple business "languages" such as digital marketing, design, engineering, finance, customer success, sales and business models• Ability to work across digital-first and legacy business cultures (including marketing and tech) to build bridges and discover unique capabilities• Managing supplier and partner design briefs, SOWs, business offices, purchasing and programs management, and people management• Working in fast-paced environments that require authority via influence and networking across skill teams• Broad-based knowledge of external market trends and internal channels such as dealer network, web (desktop and mobile interfaces), in-vehicle HMI, dealer network, service centers, contact centers, etc.• Business model development, especially relative to SaaS and VaaS• Building positive relationships and culture with strong interpersonal skills, demonstrating integrity in all actionsQualificationsWe are looking to build a team of diverse thinkers who bring a variety of backgrounds and approaches to understanding customer needs. Success will require a mix of talent that collectively understands human behavior and needs with empathy across end-to-end customer journeys.You'll have• Bachelor's Degree: Required.• 10+ years of experience developing human-centered insights and products.• 3+ years of experience in leading direct report employees.Even better if you have• Master's degree in business or design.• Proficiency in spreadsheet applications such as Excel and Smartsheets as well as CRM platforms such as Medallia and Salesforce.• Experience presenting to diverse audiences.• Design visualization tools such as Adobe Creative Suite.• Demonstration of experience and service design skills such as Journey Maps and Service Blueprints.You may not check every box, or your experience may look a little different from what we've 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• 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 Year's Day• Paid time off and the option to purchase additional vacation time.For a detailed look at our benefits, click here.This position is a leadership level 5.Visa 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 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. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.#LI-Hybrid