CPO Rising Series: Ford Credit CPO & EVP on Building a Product-Centered Culture That Drives Customer and Business Value

What does it take to transform a financial services organization into a product-centered powerhouse? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Ford Credit Chief Product Officer Jared Wall shares insights on building a product-centered culture of innovation. He dives into how Ford Credit has evolved its product strategy, balancing customer experience with business outcomes, and creating a collaborative approach that drives meaningful change across a global organization.

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Show Notes:

1. Ford Credit is the financial services arm of Ford Motor Company, operating across three continents
2. The product organization has evolved through three key seasons: building credibility, operating at scale, and shaping future strategy
3. Balancing financial services expertise with automotive product innovation is critical
4. Developed first mobile app with basic payment capabilities to demonstrate product team’s value
5. Established a global product vision and defined the role of product and design within the company
6. Implemented product operations and OKRs to drive outcome-oriented thinking
7. Created a “run, build, transform” framework for portfolio investment, dedicating 10-20% to transformative initiatives
8. Prioritization process involves annual capital allocation decisions and ongoing monthly performance reviews
9. Developed a pre-qualification experience that reduced customer anxiety and drove significant revenue growth
10. Intentionally mix team members with Ford domain expertise and external industry perspectives
11. Invest in knowledge sharing through monthly “What the Heck” sessions
12. Maintain a collaborative culture with a strong bias for action and results
13. Use extensive writing and documentation to communicate strategy and context
14. Conduct structured product skills interviews focusing on curiosity, passion, and leadership
15. Lead a globally dispersed team by over-investing in relationships and intentional communication
16. Schedule quarterly face-to-face meetings to build team cohesion
17. Emphasize coaching, mentorship, and team development in leadership
18. Focus on understanding customer problems as a pathway to financial results
19. Create a product-centered approach that supports broader company objectives
20. Continuously evaluate product lifecycle and investment marginal returns