Ford Motor Company Customer Experience (CX) Culture and Transformation Manager in Dearborn, Michigan

31399BR

Job Title:

Customer Experience (CX) Culture and Transformation Manager

Job Description & Qualifications:

Position Description/Overview

The Customer Experience team inspires Ford Motor Company to care for how customers feel about their interactions with the company, end-to-end. The CX Culture Transformation Manager leads the organization to institutionalize customer-centric behaviors to deliver great experiences by default and resist forces that might degrade the experience.

Key Responsibilities:

  • Ensure that CX transformation survives and thrives as a multiyear initiative, by leading the company to develop a more customer-centric culture that will drive business results

  • Work with HR to develop and run ongoing CX training programs for all employees. Partner with HR to embed customer centricity in key HR processes: hiring, onboarding, training, competency, reward, recognition

  • Highlight CX success stories that show employees that customer centricity is something they and their colleagues already do. Provides tangible examples of customer-centric behaviors for employees to learn from.

  • Advise data analysts on dashboard design to maximize information clarity. Advise CX measurement team to select key performance indicators of progress, minimizing lagging from traditional metrics such as CSAT, Net Promoter Score or Employee Engagement.

  • Cross functional CX evangelization

  • Sharing the CX vision, creating clarity around Ford’s intended experience and helping all employees start to understand how best to contribute to better experiences.

  • Managing CX events, routines, rituals, celebrations, assets to disseminate the CX mindset.

  • Create communication channels like portals to share CX tools and methods.

  • Lead the creation of a Community of Practice for Customer Experience.

Job Requirements:

Basic Qualifications:

  • Bachelors Degree

  • 4+ years of experience with organizational culture transformation projects

  • 5+ years of work experience in the following areas: human resources, internal communications, organizational change management and/or instructional/curriculum design.

Preferred Qualifications:

We are looking to build a diverse team that brings together multiple backgrounds and experiences. Diversity of thought is critical to ensure we position Ford for success now, near and far. Success will require a mix of talent that collectively understands the customer (as people), dealers, service, credit, marketing & sales, product development, etc.

  • Masters Degree

  • Behavioral Science

  • Curriculum Design

  • Instructional Design

  • Storytelling, Writing, Presentation, Data visualization

  • Change Management

Key Leadership Behaviors

  • Visionary; long-term orientation

  • Connector and Cross functional Collaboration

  • Resilience

The distance between imagination and … creation. It can be measured in years of innovation, or in moments of brilliance. When you join the Ford team discover all the benefits, rewards and development opportunities you’d expect from a diverse global leader. You’ll become part of a team that is already leading the way, with ingenious solutions and attainable products – and it is always ready to go further.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Ford Motor Company is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

Auto req ID:

31399BR

Company:

Ford Motor Company

Function:

Marketing Sales and Service

Skill Team:

Marketing, Sales and Service

Sub-Component:

Global Marketing Sales & Service

State:

Michigan

Location:

Dearborn