北京招聘

This is a newly created team to manage the Global Customer Experience improvement projects with an initial focus on improving people’s lives through owner related services.  The team interacts across the Ford eco-system (e.g. FCSD, FMCC, M&S, GDCE/FordPass, CEM, PD, Corporate Strategy, GDIA, Mobility) to develop a single Ford Customer experience POV focused on earning trust and delivering value with every interaction so that customers want to stay with us forever.  As process leads, the CX Accelerator team uses human centered design methods to identify target actions, and develops processes and frameworks to deliver CX improvements at the Front Line.
Key responsibilities will be:
 
Key Responsibilities
 

• Defining an ideal customer experience focused on key interactions along the ownership journey (e.g. Onboarding, Service & Maintenance, Repurchase) to drive customer and business value.
• Facilitate Critical Thinking Teams applying Human Center Design Process.
• Collaborate across the organization to ensure product strategy and execution is mapping to the Global CX strategy.
• Guides team in setting and recording objectives and KPIs 
• Hold team accountable for meeting timing and performance targets (as defined by the team)
• Defines and tracks team metrics and status, escalates help needed request 
• Manage and control issues and risks with project delivery, and plan for mitigation
• Manage and resolve issues with Team Work Space, virtual tools, materials and scheduling
• Constructively facilitate escalation of issues which are outside of team control
• Deliver status reports and health metrics on time for BPR/SAR filing

EXPERIENCE  AND  BACKGROUND  REQUIREMENTS
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., such as:
 
 

• Facilitation Skills
• Human Center Design Experience and User Design
• Strategic and Creative thinking with the ability to implement.
• Field experience and knowledge about Dealer Processes – Preferably both in Sales & Service
• Desirable experience in communications, brand management, research and product strategy
• Ability to simplify complex issues (e.g. technology), develop a compelling point of view and persuasively make a case for change that leads to action.  Understanding of CX, strategic frameworks business case development and research processes.
• Ability to communicate key consumer drivers, acceptance and rejection reasons. Outstanding written & verbal presentation skills required for external & senior management interaction.
• Proven track record of taking ownership and driving results.
• Must be fluent in English
• Available for travelling 25% of the time

公司宗旨
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.


福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。

今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。