Intelligent Customer Interactions (ICI) Transformation Manager - 27858BR
DESCRIPTION/RESPONSIBILITIES:
Job Description:
Leads the organization responsible for the business transformation activities required to improve our 1:1 customer interaction activities. Responsible for recruiting, developing and managing a team who will design, execute and deliver ICI transformation. The team is chartered to explore and recommend new customer interaction capabilities to our business partners that fundamentally change the way customers experience the Ford brand. The team recommends a course of action.
* Leads team/activities to plan, implement and track progress on business transformation efforts critical to ICI success and consistent with the overall ICI strategy. Includes:
* Defining the role that transformation plays in achieving the ICI vision
* Identification of key stakeholders. Owns engagement plan / process with key stakeholders.
* Identification of people, process, technology and cultural actions required for a successful ICI transformation effort. Puts actions into the context of an ICI Transformation plan.
* Creates / owns ICI roadmap / cycle plan. Ensure integration of ICI plans into the Business Plan
* Oversees external resources helping with transformation efforts critical to ICI success - Deloitte, GTB, MA, etc.
* Works with GDI&A leadership to organize and execute the governance activities around ICI
* Leads communications efforts required to support ICI transformation efforts
* Leads the efforts to quantify the net benefit of the ICI practice / efforts
* Establish and maintain relationships with industry groups and/or peers in other organizations to benchmark and improve ICI the practice
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, TN visa holders may be considered.
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.
