About Ford Pro

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

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).

The Role: CX Design Manager, Electrification

As the CX Design Manager, your mission is to understand, build, and continuously improve our customers’ experiences across all touchpoints with our brand. This is your chance to create journeys that guide commercial customers through electrification — helping them understand, choose, purchase, and use the most relevant products from our extensive portfolio.

Your role will also focus on designing unique experiences by deeply understanding our customers’ businesses and their needs. As Ford Pro evolves, this aspect will become increasingly significant, establishing Ford Pro as a trusted partner for our commercial fleet customers across the entire value chain and lifecycle of our offerings.

Why Join Us?

• Make an Impact: Support our customer’s electrification journeys and contribute to reducing CO2 emissions and environmental impact. Your work will directly influence the future of commercial mobility and sustainability.

• Global Reach: Play a significant role in a global business that impacts commercial customers around the world. Your contributions will help businesses thrive and navigate the dual complexities of fleet management and electrification.

• Innovative Culture: Join a forward-thinking team that thrives on innovation and cutting-edge technology. You’ll have the opportunity to work with the latest advancements in the automotive industry.

• Collaborative Environment: Work in a dynamic, collaborative setting where your ideas are valued. Engage with cross-functional teams and be a part of a supportive community that encourages creativity and teamwork.

• Career Advancement: Ford Pro is committed to your professional growth. With ample opportunities for learning, development, and career progression, you can shape your career path and achieve your ambitions.

• Develop CX Point-of-Views: Clearly articulate key customer experiences and journeys.

• Inspire Stakeholders Through Storytelling: Craft compelling narratives that highlight customer journeys, challenges, and needs.

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

• Cultivate Customer Empathy: Act as a customer advocate, educating collaborators on Customer values and needs.

• Collaborate with Purpose: Work closely with peers to understand their goals and priorities, represent unmet customer needs and influence experience delivery.

• Identify Internal Opportunities: Recognize and size new CX opportunities with potential business impact.

• Provide External Perspective: Maintain a strong external lens to understand competitive landscapes and leverage non-automotive proxies for inspiration.

• Lead Customer Journey Workstreams: Simplify complex customer journeys and propose improvements.

• Develop Problem Statements: Define gaps, perform root cause analysis, and develop clear problem statements.

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

• Coordinate Testing and Research: Conduct qualitative and quantitative research to validate assumptions.

• Sustain and Measure: Monitor and continuously improve customer experiences through establishing qualitative feedback loops and key performance indicator assessments.

Essential:

• Bachelor’s degree or equivalent experience.

• 5+ years of experience in human-centered design.

• 4+ years of experience in designing and delivering products or experiences to market.

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

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

Desirable:

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

• Knowledge of the mobility ecosystem, fleet management, and electrification.

• Experience in a B2B environment.

• Ability to initiate projects independently.

• Experience mentoring junior team members.

• Strong storytelling skills.

• Ability to create and apply frameworks.

• Soft skills to learn from customers without leading them.

• Appreciation for lo-fi or sacrificial prototypes.

• Ability to extract and apply 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