International Women's Day: Nuzhat Merchant, Ford Middle East

This International Women's Day, we proudly spotlight the diverse perspectives and powerful contributions of Ford women who are not just working, but leading the charge across the Asia Pacific, Middle East, and Africa regions. From manufacturing floors to customer experience strategy, these leaders are shaping the future of Ford, each in their own distinct way.

Nuzhat Merchant is responsible for driving a differentiated customer experience across the Middle East and North Africa by building "always-on" relationships that transform customers into lifelong advocates. Her ideal day? An early morning start, smart collaborative meetings with teams and distributors, balanced with focused desk time to read customer comments, all fuelled by a good cortado.

Since transitioning from digital marketing lead to CX manager, she's matured through continuous collaboration and learning with cross-functional teams, gaining insights into the full breadth of the business.

One key misconception frustrates her: "There's a perception that CX is just about the 'front-end' interaction. What's often missed is the heavy lifting we do behind the scenes, using data and journey mapping to solve complex friction points before they ever reach the customer."

She relies on discipline, specifically an early morning routine that includes meditation, sun, movement, meal prep, and a structured to-do list.

Her advice to newcomers? "Never lose sight of the person behind the data point, be humble enough to learn, it is the bedrock of a true growth mindset."