Customer Experience Design Manager – Electrification in Essex, United Kingdom

Ford Pro is a global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, products, and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, offering 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 new era of electrification – an ecosystem which includes Vehicles, Charging, Servicing and Intelligence (Telematics/Data).

What you’ll do…

The CX Design Manager’s primary role is to understand, build, continuously improve, and protect our customers’ experiences across each interaction they have with our brand.

This is an opportunity to create journeys that help commercial customers successfully navigate the road to electrification; helping them to understand, choose, purchase, and then use the most relevant products from our broad portfolio of offerings.

This role also has a focus on designing and delivering differentiated experiences by deeply understanding our customers’ businesses and the human needs that drive them. As our Pro business evolves, this aspect will become a larger portion of the role as foundational experiences solidify. This work is critical to establishing FordPro as a trusted partner for our commercial fleet customers and will span the entire value web and life cycle of our offerings.

Choose a purposeful and impactful career as a CX Design Manager… Ford’s electrification strategy involves a range of vehicle powertrains to provide customers with options to reduce their CO2 emissions. Ford’s efforts to reduce environmental impacts go beyond our products. Ford Pro aims to be an industry leader in helping customers manage the complexities related to running commercial fleets, join us on that journey!

• Develop CX point-of-views: Develop and clearly articulate a Point-of-View for key customer experiences and journeys.

• Inspire stakeholders through storytelling: Craft compelling narratives that highlight customer journeys, challenges, and needs to build stakeholder empathy, understanding, and commitment to CX initiatives.

• Self-manage workflows: Develop and project manage cross-functional action plans to address customer needs and in response to business milestones and priorities.

• Cultivate customer empathy: Understand customer needs and act as their advocate to educate collaborators on values and needs throughout the customer journey and inform product lifecycle(s).

• Collaborate with purpose: Work closely with business peers to understand their goals and priorities to effectively represent customers’ unmet needs and influence experience delivery with speed and agility.

• Identify internal opportunities: Recognize and size CX opportunities that are not explicitly assigned but have potential to impact top level business objectives.

• Provide external perspective: Maintain a strong external lens to understand relevant competitive landscapes and leverage non-automotive proxies as inspiration to help define success and inform iterative testing.

• Lead customer journey related workstreams: Simplify complex customer journeys to become digestible for audiences less familiar with the customer research, define/refine key moments, identify and propose improvements to business processes or policies to improve journeys.

• Develop problem statements: Define gaps to desired CX, perform analysis, and develop clear problem statements.

• Coordinate testing and research: Work collaboratively with subject matter experts to conduct primary qualitative (gemba events, customer focus sessions, design research) and quantitative (survey) research when required to prove hypothesis or validate assumptions.

• Support CX and multi-disciplinary decision analysis: Apply multi-disciplinary analysis (desirable, viable, feasible) to assess and select concept solution directions.

• Sustain and measure: Monitor and continuously improve existing and newly deployed customer experiences though qualitative feedback loops and qualitative (metrics) assessment tied to business key performance indicators.

You’ll have…

• Bachelor’s degree or a combination of education and equivalent experience.

• 5+ years of experience practicing human centered design in a corporate environment (in-house or consulting).

• 4+ years successfully implementing solutions grounded in human centered design (designing and delivering products or experiences to market).

• 4+ years of experience collaborating with cross-functional teams.

• 1+ years visual design and narrative skills and facility with digital design tools.

Even better, you may have…

• Bachelor’s degree in design or anthropology or master’s degree.

• Existing knowledge of the mobility (automotive) ecosystem, fleet management, and electrification.

• Experience designing in a B2B environment.

• Ability to self-start a project or opportunity discovery in the absence of an explicit brief.

• Experience mentoring junior team members with growing human experience design experience and ability/desire to teach others (both peers and collaborators).

• Experience leading cross-functional teams.

• Strong written and verbal story telling skills.

• Ability to create and/ or apply frameworks.

• Soft skills to intercept customers and learn from them without “leading the witness”.

• Appreciation for and instinct for when to use and test lo-fi or sacrificial prototypes.

• Ability to extract and apply value-based customer insights.

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!

Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of gender, marital status, civil partnership status, parental status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion/belief, gender reassignment and gender identity, age and those with caring responsibilities.

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Requisition ID : 31550