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Ford Media Center
Elena A. Ford is Chief Customer Experience Officer. In this role, she he will lead the organization responsible for creating a world-class customer experience throughout the entire ownership cycle.
“We know that an exceptional experience is what today’s customers want and expect and are focused on understanding those expectations so deeply and so continuously that our customers feel that we care at each and every interaction, regardless of where they meet us,” she says.
In this role, she will work with Ford Customer Service Division and the Quality organization to more tightly connect the design and implementation of a world-class customer experience system that connects the interactions between Ford and its customers around the world. In her role, she will continue to be closely integrated with the Sales and Marketing organization and global dealer network.
Previously, Ms. Ford was vice president, Customer Experience and Global Dealer from March 2013 – October 2018. In that role, she was responsible for developing global standards and sharing best practices for planning, training, vehicle delivery and customer interaction with dealers and within the company. She also was responsible for the development and launch of FordPass and The Lincoln Way, Ford Motor Company’s ownership experience apps.
Prior to that, Ms. Ford was director, Global Marketing, Sales and Service from February 2009 through February 2013. In this role, she was responsible for implementing the company’s One Ford marketing vision globally.
She was appointed executive vice president, Global Brand and Marketing, Ford Credit in August 2007, leading marketing, product management and sales support activities for Ford’s financial services arm around the world.
Since joining the company in 1995, Ms. Ford served in a number of marketing, brand strategy and business management roles. Among her notable achievements is the development and launch of Ford’s global brand promise: Go Further.
Ms. Ford was twice named to the Automotive News list of 100 Leading Women in the North American Auto Industry, mostly recently in 2015.
Ms. Ford currently serves on the board of the Edsel & Eleanor Ford House. She previously held seats on the boards of the Henry Ford Health System and The Children’s Center, and remains involved with these organizations.
Ms. Ford is the great-great-granddaughter of Henry Ford and the granddaughter of Henry Ford II. She was born in New York in 1966, where she earned a bachelor’s degree in business from New York University, and today resides in Michigan.