Customer Experience Manager

Ford Motor Company

Customer Experience Manager redesigning Ford Pro’s commercial fleet customer journeys. Translating customer insights into scalable service models, journey designs, and measurable experiences.

Posted 8/5/2026part-timeDetroit • Missouri • 🇺🇸 United StatesMid-LevelSenior💰 $115,500 - $218,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience and Experience Design, with a strong focus on journey mapping, service blueprinting, and synthesizing data into actionable insights. Proven ability to lead cross-functional collaboration and deliver strategic communications in a fast-paced environment.

Highest-signal resume keywords

Customer ExperienceJourney MappingService BlueprintingMiro ProficiencyPowerPoint Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Experience DesignService DesignData SynthesisCX MetricsStrategic Thinking

Soft Skills

PrioritizationCollaborationPresentation SkillsPragmatism

Tools & Technologies

MiroPowerPoint

Industry Keywords

Customer Journey MapsMoments-That-MatterCross-Functional CollaborationMatrixed OrganizationTransformation Strategy

About the role

Key responsibilities & impact

Partner with research teams to guide documentation, analysis, synthesis, and summarization of customer research
Support monitoring of designed experiences using CX metrics such as NPS, CSAT, and retention indicators
Design transformative, end-to-end customer experiences that remove friction
Translate strategic ideas into customer journey maps, service blueprints, JTBD statements, and Moments-that-Matter artifacts
Optimize customer touchpoints and broader ecosystem priorities for enterprise-scale impact
Lead CX workstreams autonomously from initiation through execution
Balance competing priorities and align customer needs with operational input metrics
Engage cross-functional partners and leadership for alignment, resources, and risk management
Drive alignment and adoption across sales, enablement, financing, marketing, digital, and service teams
Lead collaborative workshops and co-creation sessions
Prepare and deliver presentations of findings and recommendations to internal client teams
Create professional PowerPoint presentations and executive-level strategic communications

Requirements

What you’ll need

5+ years of experience in Customer Experience, Experience Design, Service Design, Management Consulting, Design Consulting, or Transformation Strategy
3+ years of experience in a large, matrixed organization collaborating with cross-functional partners
Bachelor’s degree in business administration, service or interaction design, social sciences, systems engineering, or a related field
Proven expertise in journey mapping and service blueprinting
Ability to synthesize qualitative and quantitative data into actionable insights
Advanced proficiency in Miro and PowerPoint
Strong strategic thinking, prioritization, and pragmatism
Ability to deliver high-quality work in a time-sensitive environment
Visa sponsorship is not available
Must be legally authorized to work in the United States

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days
Paid parental leave
New parent ramp-up programs
Subsidized back-up child care
Family building benefits including adoption and surrogacy expense reimbursement
Fertility treatments
Vehicle discount program for employees and family members
Management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off
Option to purchase additional vacation time