Model-e Home Charging
Customer Experience Manager
Provide direction and deliver increased education and improved customer experience to help adoption of home charging solutions, to drive increased adoption of electric vehicles.
YEAR
ROLE
TEAM
SKILLS
BRAND
2024 - Current
Customer Experience Manager
Customer Experience - Charging
Experience Design, Strategy, Marketing, Customer Care, Operations, Research
Ford Motor Company
T​he Impact
​Transforming EV Home Charging & Dealer Engagemen
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X% increase in home charger adoption among customers.
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Improved dealer training, leading to higher charger purchase rates.
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Enhanced customer experience, reducing installation pain points.
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Successful rollout of the Ford Power Promise nationwide.
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Stronger industry presence, with direct customer insights shaping strategy.
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More efficient sales and tracking processes, streamlining dealer operations
T​he Challenge
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Barriers to EV Home Charging & Dealer Knowledge
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EV customers struggled with charger installation and purchase decisions.
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Dealers lacked training and clear processes for charger sales.
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No standardized method for tracking charger orders at dealerships.
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Industry needed stronger advocacy to drive home charging adoption.
Strategic Actions
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Barriers to EV Home Charging & Dealer Knowledge
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EV customers struggled with charger installation and purchase decisions.
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Dealers lacked training and clear processes for charger sales.
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No standardized method for tracking charger orders at dealerships.
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Industry needed stronger advocacy to drive home charging adoption.
Execution
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Bringing the Vision to Life
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Cross-functional collaboration with Ford Pro, FCS, Legal, Marketing, and Product teams.
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Pilot testing with select dealerships to refine processes before full-scale rollout.
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On-the-ground dealership visits to train, onboard, and troubleshoot issues.
Lessons Learned & Future Opportunities
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What worked: Clearer dealer training, incentives, and process optimizations led to measurable improvements.
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Challenges & takeaways: Scalability and long-term customer engagement strategies are key areas for continued development.
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Future opportunities: Expanding the reseller model, refining customer incentives, and leveraging customer insights for product innovation.
Conclusion
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The Road Ahead for EV Adoption
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How this work laid the foundation for long-term home charging adoption.
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Why dealer engagement and customer education remain critical for EV success.
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How Ford can continue building on these wins to lead the EV market.
Automotive industry is well defined and so much of the world is familiar with fuel of gas.
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Ford is one of the oldest names in the automotive industry. We're in the midst of the biggest change the automotive industry has ever seen. Just as cars changed the world over the last century, new technologies such as self-driving cars, electric powertrains, and connected vehicles will radically reshape how we live, work, and play in the next hundred years. Every day, Ford's vehicles, and services support millions of people around the world. We craft every touchpoint our customers encounter, designing people and society's needs into the heart of our next generation of out-of-vehicle products, services, and experiences.
Key Activities
Workshop Facilitation
End-to-End Journey Mapping
Stakeholder Management
Strategy Development
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Storyboarding
Wireframing
Prototypes & Mock Ups
Systems We Work With
Brand - What does Ford and it's vehicles mean to customers?
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Marketing - What messaging are customers receiving or experiencing already?
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Accessories - What experiences can best showcase vehicle accessories / capabilities?
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Merchandise - What business goals can be influenced by great experiences?
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IT - What information can help improve our customer's experience?
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CX - How does
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Field Ops - What do dealerships need and how do they represent Ford?