Lead Experience/Service Designer

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?

Ford’s Electric Vehicles, Digital and Design (EVDD) team is charged with delivering the company’s vision of a fully electric transportation future. EVDD is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.

In this position…

The HCD Team is responsible for the end-to-end experience, including digital and physical design of new businesses, new products, and new services. We are looking for creative individuals to join us and help further the vision and mission of HCD’s team. We are committed to envisioning and crafting simple, thoughtful, enjoyable, and compelling products and services for customers. The position requires demonstrable expertise in creating industry-leading experiences from research insights and future trends. You’ll be responsible for creating experience design principles, journey mapping, service blueprinting and experience road mapping that align with needs of our end-users and businesses.

What you’ll do…

The HCD Team is responsible for the end-to-end experience, including digital and physical design of new businesses, new products, and new services. We are looking for creative individuals to join us and help further the vision and mission of HCD’s team. We are committed to envisioning and crafting simple, thoughtful, enjoyable, and compelling products and services for customers.

The position requires demonstrable expertise in creating industry-leading experiences from research insights and future trends.

You’ll be responsible for creating experience design principles, journey mapping, service blueprinting and experience road mapping that align with needs of our end-users and businesses.

As an Experience/Service Designer, you will…

Lead throughout the entire design process by developing experience principles and service journeys that infuse empathy and creativity that will inspire and serve as guidance for all other disciplines to deliver towards

See the big picture by focusing on the entire ecosystem, being hands on, creative and collaborative across cross-functional teams focusing on digital and physical experiences

Ensure the human is at the center of all decisions by representing the customer voice, acting as an interpreter of their values, needs and motivations through user-centric insights, design principles, and “design-thinking”

Balance near term execution and far-term strategic investigations by being a forward looking, innovative thinker that will define north star (ideal) experiences coupled with experience road maps

Communicate the value of design and brand within a design and business context, and identify the critical design trade-offs to deliver value-add solutions

You’ll have…

Degree in Human Factors, Interaction Design, Industrial Design, Graphic Design, or related technical field

5-7+ years of experience/service design experience with emphasis on the conception, user validation and delivery of applications and/or services, as part of a multi-disciplinary team

Experience leading the strategy, design, development and launch of B2B or B2C facing products or services

Strong verbal, written and visual presentation skills

Even better, you may have…

Master’s degree in Human Factors, Interaction Design, Industrial Design, Graphic Design, or related technical field

Experience with user research, concepting, ideation and iterative prototyping

Experience in human centered processes including heuristic evaluation techniques, framing challenges and iterative workflows; journey mapping, service blueprinting, Adobe workflow skills

Workshop planning and facilitation skills

Current on relevant technologies, trends, and techniques

Excellent understanding of production design practices, general product development processes, timing, and product lifecycles