Ford CX Lead Metrics 

United States, Michigan, Detroit 

74439238

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.