CX Lead, Metrics - Detroit, MI

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Job Description
Ford 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…

1. 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)

1. 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.
2. Leverage qualitative and quantitative data from internal and external channels.
3. Orchestrate across product and skills teams at FordPro, Ford and at partner organizations to deliver key differentiated moments to market.
4. Develop and manage to key metrics of customer experience.
5. Align to OKRs and ensure delivery of targets.
6. Present/communicate to executive audiences.
7. Direct management of people.

• 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