Experience Strategist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Gain firsthand experience in exceptional shopping, buying, and ownership journeys, which encompass test drives, deliveries, showrooms, online purchases, accessory and service acquisitions, and AI shopping assistants.

• Systematically document each experience, capturing the journey, customer sentiment, success factors, and relevance to Ford.

• Maintain a library of benchmarks for team utilization.

• Analyze significant considered purchases and ownership experiences across the automotive sector and other industries, catering to retail and commercial clients.

• Monitor trends in customer shopping, buying, and ownership experiences, including AI, and articulate their implications for Ford.

• Present findings to Advanced Product Strategy & Planning as use cases linked to strategic initiatives and value for both customers and Ford.

• Advocate use cases to journey managers, product managers, and product leaders; assist in prototyping and shaping tests.

• Contribute outside-in insights during quarterly strategy refresh and roadmap alignment sessions.

• Represent Global Digital at conferences and engage with partners and retail peers.

• Share insights and learnings with the team on a monthly basis.

⛳️ Requirements

• Bachelor’s Degree.

• Over 5 years of experience in customer experience, retail, e-commerce, or digital products, with direct retail exposure (both in-store and online).

• Proactive and inquisitive; actively seeks and tests new experiences.

• Customer-focused and dedicated to delivering value to both customers and Ford.

• Expertise in best-in-class shopping, buying, or ownership experiences.

• Proficient in documenting experiences clearly and consistently.

• Familiarity with current AI shopping tools and the interplay between digital and physical journeys.

• Experience in translating observations into tested customer experiences and presenting insights to senior leadership.

• Strong storytelling abilities and an extensive industry network.

• Capacity to lead through influence as an individual contributor across product, design, engineering, and business teams.

• Candidates must possess legal authorization to work in the United States.

• Visa sponsorship is not available.

🏝️ Benefits

• Immediate medical, dental, vision, and prescription drug coverage.

• Paid parental leave.

• Programs to support new parents' ramp-up.

• Subsidized backup childcare services.

• Family building benefits, including reimbursement for adoption and surrogacy expenses and fertility treatments.

• Vehicle discount program for employees and their family members.

• Management lease options.

• Tuition assistance programs.

• Established and active employee resource groups.

• Paid time off for individual and team community service activities.

• Generous vacation, sick/personal time, and paid holidays, including the period between Christmas Eve and New Year’s Day.