At Ford Motor Company, my role as EU CX Senior Business Change Manager has been fundamental in driving a cultural transformation focused on customer satisfaction. Our team has successfully launched the Ford Guest Experience programme, ensuring that core ownership experiences are inextricably linked to a commitment to diversity, equity, and inclusion. With a collaborative approach, we have established a learning-rich environment that leverages agile project management to share best practices and influence change across Ford's European network. This has not only fostered a stronger, more inclusive culture but has also equipped us to assess and enhance our strategies, reinforcing Ford’s dedication to continuous improvement in customer relations and business dynamics.