Digital Customer Experience Leader

Ignited by customer needs and expectations, Ford Model e is crafting an outstanding experience for customers transitioning into the exciting world of battery electric vehicles. We are seeking a digitally native that can foster a ground-breaking vision of a customer-centered shopping experience across both digital and retail (Dealerships). This person will adapt quickly and lead the plan for winning.

You will be responsible for advising the course of the strategic north star for what exciting looks like to empower our customers to confidently transition to a battery-electric future during the shopping experience with Model e. They lead the objectives/KPIs to get to that north star and are responsible for working across our experience design teams, product teams, content team, and platform team to bring it to life.

Additionally, this Leader must have the capability to work in the “Grey” and understand the power of iterating fast and learning.

About You:

A transformational leader who has a vision as well as a passion for crafting elite experiences and reinventing the way a company does business with customers.

• This person can thrive in problem spaces considered very challenging by peers and leadership. It is not yet fully articulated. The delivery of a solution is highly uncertain and will require significant innovation to succeed
• This person deeply understands Ford's goals and how their team will help deliver them. They support innovation and creativity in their teams. They set a clear overarching strategy that is clear, simple, and easy to communicate so that it can be understood at a glance by their entire Org
• They proactively seek to understand what the next set of problems is to solve and product problems to obsess over. They are excellent at setting a vision and building an agreement that this is the right vision for Model e based on company and user impact. They empower their team by providing purpose for the long run and can recruit the right people in the right roles. Excellent managers who can mentor their people.

People First Leader & Influencer

• Promotes an inclusive environment and embodies Ford’s cultural Truths
• Highly collaborative, team-oriented leader and ability to influence without authority, working on/with technical and cross-functional or highly matrixed teams who do not report into this role to get things done.
• Must have strong confidence, a point of view, and the ability to bring out the best in people by putting them in a position to succeed

Proven Digital Retail and Physical Retail

• Digital Experience leader with a consistent track record of delivering personalized and relevant experiences through journey mapping and grounded in the voice of the customer
• Solid understanding and experience with a broad suite of digital marketing technologies including SEO, web technologies, e-commerce tools, analytics suites, CRM tools, optimization, AB/multi-variant testing, and mobile technologies
• Ability to conduct customer research, mine third party research, customer feedback, and mine internal analytics

The minimum requirements we seek:

• Bachelor’s Degree or a combination of education and equivalent experience
• 10+ years of experience in digital and physical retail experiences
• 1+ years of working experience with machine learning or data-oriented products

Our preferred requirements:

• Master’s Degree or a combination of education and equivalent experience
• Demonstrate success in the full lifecycle of product management and leading end-to-end product development to include providing product vision and roadmaps, writing or leading outstanding PRDs, and bringing to market high visibility and sophisticated products
• Demonstrated track record in balancing product priorities against budget and timelines; a sense of urgency in driving execution; entrepreneurial spirit and love of developing products from an early stage.
• Experience working in a matrixed team structure and influencing across product areas
• Experience in being an extraordinary partner and results across entire business organizations
• Creative problem-solving skills, strategic problem solver, and a high degree of intellectual curiosity to address business problems

What you’ll receive in return:

As part of the Ford family, you’ll enjoy excellent compensation and a comprehensive benefits package that includes generous PTO, retirement, savings, and stock investment plans, incentive compensation, and much more. You’ll also experience exciting opportunities for professional and personal growth and recognition.

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. Visa sponsorship is not available for this position.