Jeffrey Baker Email & Phone Number

Dearborn, Michigan, US

Responsible for contact center processes and solutions supporting Ford and Lincoln customers and dealers in Ford Blue (gas and hybrid vehicles) and collaborating with Model e (electric vehicles) and Ford Pro (commercial vehicle) teams.

Dearborn, Michigan, US

• Led the identification of emerging and best-in-class CX practices to guide the development of cutting-edge programs, strategy, and culture.
• Led three global customer experience (CX) skill teams: CX benchmarking of automotive and non-automotive retailers, customer centricity, and CX learning and development; consisting of four direct reports and multiple.
• Developed a disciplined CX benchmarking capability from scratch; delivering 60-plus profiles, established external intelligence networks, ensured alignment with CX product owners, and accountability before CX global.
• Led 30-plus external executive CX benchmarking interviews for Ford global leaders; wrote discussion guides across all CX topics, hosted sessions, and wrote executive summaries to guide global CX strategy.
• Co-led CX advisory boards for the Chief Customer Experience Officer; including advisory purpose, topics, meetings, and being well-versed on advisor backgrounds.
• Advised CX measurement team to the latest CX indicators and metrics such as CSAT, NPS, AHT, etc.

I founded Trendless to help brands amplify digital and physical experiences that excite customers and consulted primarily on B2C fuel retail/mobility projects. Visit thinkTrendless.com to learn more.

London, England, GB

• Led fuels customer experience (CX) and transformative growth strategies to define BP’s 2020 future fueling experience and brand identity in key customer domains: physical and digital at-pump experience, BPme mobile.
• Translated customer, market, and business insights/data into actionable CX strategy and long-range innovation to deliver on 15%-plus fuel volume growth target in support of a $3.8 billion Whiting, IN refinery.
• Pitched, motivated, and influenced buy-in for strategic go-to-market initiatives with executives and peers both internally (marketing, sales, IT, safety, legal) and externally (franchisees, agencies, developers.
• Ensured a customer-centric approach in all B2C strategies, offers, and brand messaging.
• Led ideation and storyboarding to connect BP’s Invigorate fuel claims to performance metrics in context of the customer’s own car: digitally at the pump and in the BPme mobile app.
• Delivered a comprehensive fueling journey (gas station, driving, broader lifestyle) and prioritization of critical touchpoints.

London, England, GB

• Led global CX retail trends and market intelligence program in support of BP, Aral, Arco, and ampm business strategies.
• Designed and implemented global B2C trends program in support of fuel retail innovation, strategy planning, and automotive partnership strategies.
• Delivered and presented customized analysis for business units, executives, and peers.
• Supported innovation team in piloting proof-of-concept ideas at stations and in a private warehouse, including Helios House gas station of the future.
• Absorbed all duties of global innovation after team was eliminated; consulted regional teams to ensure new offers were on-brand, improved the customer experience, fostered loyalty, and generated new revenue.
• Acceded to a 2-month project leadership and collateral writer role to develop 16 country-specific customer stories, videos and presentations; helping win BP’s Beacon Award for Best Creation and Leverage of Brand Sales.

Van Buren Township, MI, US

• Created vehicle-level customer experience stories and marketing plans for over twenty current and future model year vehicles - that showcased the competitive distinctiveness of Visteon's components and fit with the.
• Supported Visteon's strategic plans to grow existing Ford and new non-Ford business as the marketing lead during sales presentations and corporate strategy planning.
• Participated in product roadmap and forecasting discussions, including plant capacity and vehicle production, and supported trade-off decisions to deliver new business.

Van Buren Township, MI, US

• Owned the driver's emotional connection inside the vehicle to the technical aspects of the vehicle's advanced chassis components. Created descriptive customer and product stories, integrated competitive and industry.
• Led annual futuring exercise to understand PLESTIE trends that influenced advanced product development.

Troy, MI, US

• Led syndicated and custom research for seat and interior studies. Consulted clients on improving performance in J.D. Power’s IQS and APEAL studies, created recommendations in support of innovation and strategic.
• Progressively held the following positions:--Senior Research Analyst 6/99-10/99--Research Manager 1/98-5/99--Research Associate 1/97-12/97

Royal Oak, Michigan, US

Supported project managers with the execution of qualitative and quantitative automotive research; developed foundational skills on how to respond to RFPs, field research studies, analyze data, formulate insight, write research reports, and early exposure on how clients applied insights to innovation and planning activities.

Master Of Business Administration - Mba

Bachelor Of Business Administration - Bba