Customer Experience Product Owner

Job Description

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

The Customer Experience (CX) team delivers owner and user experiences that save time, improve lives, and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family. We're looking for a talented Product Owner to join us on the Customer Experience team.

Responsibilities

In this position

Reservations Dealer Experience Product Owner is responsible for the identification, development, execution and ongoing management of the Digital Dealer Experience for online appointments leveraging a digital reservations platform enabling customers and dealers to schedule, manage and fulfill vehicle-related Ford and 3rd-party services conveniently, transparently, and seamlessly. You will have a laser focus on the dealer perspective, utilizing everything in your playbook to ensure we deliver the best customer experience through all channels (Mobile App, Web, Fleet Telematics, In Vehicle Infotainment). The Digital Experience you deliver will help build a Best-in-Class scheduling experience that allows customers to schedule service on their own terms. You own it!

What you'll do

• Lead development of the overall feature strategy and dealer experience, based upon competitive benchmarking, consumer trends, SWOT analysis, etc.
• Collect and incorporate global customer feedback into platform capabilities and roadmap priority for retail and commercial businesses.
• Collect and incorporate stakeholder input from strategy, marketing, technical, privacy, legal, finance and accounting teams to ensure the proper capabilities and priorities are reflected on the roadmap.
• Work closely with your CX and Operations matched pair to develop and prioritize business requirements across software platforms and applications needed to deliver dealer value across the Ford value chain.
• Work closely with your CX and Operations matched pair to develop specific processes that support the digital experience.
• Work with product designers to create and validate User Interface designs and wireframes.
• Work with product managers to translate dealer needs into a backlog of user stories for software engineers and accept these user stories as they are completed.
• Act as the voice of the dealer with all product analysts, product managers, senior leadership and development teams.
• Success looks like a clearly articulated product strategy, vision and roadmap with milestones to get us from now to a launched commercial product that has been informed by user research, user testing and experimentation.
• Communicate the vision to all stakeholders.

Qualifications

You'll have

• Bachelor's degree
• 2+ years experience in user experience design
• 2+ years experience in agile development
• 3+ years of experience in customer experience design, product development and/or Software Development

Even better, you may have

• Technical background with ability to quickly understand a specific domain and identify the trends and opportunities in that space.
• Excellent analytical, interpersonal, and communication skills; ability to adapt communication style based on the audience.
• Thrive in environments where there is a lot of ambiguity and you have the opportunity to add order
• Experienced at building strong working relationships, influencing teams to take action and earning the trust of senior stakeholders.
• Project management skills such as Rally or Jira
• Experience with Automotive Customer Service, Dealerships, or Commercial/Fleet Operations are a plus.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builderor all the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare and more
• Vehicle discount program for employees and family members, and 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 and the option to purchase additional vacation time.

For a detailed look at our benefits, click here:

New Hire Benefits

This position is a range of salary grades 6-8 .

Visa sponsorship is not available for this position.

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.

We are 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. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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