We have an exciting opportunity for you to join our team as a Manager - Customer Experience Design.
Who we are:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone's day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.
We are seeking an experienced and dynamic Manager for our Customer Experience Design team to lead the creation of exceptional, customer-centric experiences across all touchpoints. This role is responsible for overseeing the development of innovative strategies and designs that enhance customer satisfaction, loyalty, and engagement. The ideal candidate will have a strong background in customer experience (CX) strategy, design thinking, and team leadership. As the Manager of the Customer Experience Design team, you will collaborate closely with cross-functional teams, advocate for customer needs, and ensure the delivery of seamless, impactful solutions.
What you will be doing:
Team Leadership and Development: Manage and mentor a team of CX designers, ensuring alignment of projects with strategic objectives.
Customer Journey Mapping & Service Blueprints: Ensure we have end-to-end customer journey maps and detailed service blueprints which visualize the customer experience across all touchpoints, identifying areas of friction and opportunities for enhancement.
Experience Innovation and Improvement: Identify opportunities to optimize customer journeys, touchpoints, and service interactions through user experience (UX) research and new design concepts.
Advocate for Customer Driven Design: Serve as a CX advocate, cascading customer driven design best practices and user-centric thinking through the organization.
Continuous Improvement: Stay on top of latest user design and research trends to evolve and optimize our ways of working in this area.
What do you bring with you:
The ideal candidate would demonstrate:
Empathy & User-Centric Mindset: A deep understanding of and empathy for user needs, and how to translate this into actionable design improvements.
Strategic Thinking: Can develop Customer Experience strategies to differentiate on key touch points and develop a unique experience identity which aligns to wider organizational strategic vision.
Design Thinking and Problem Solving: Expertise in using design thinking methodologies and frameworks to solve complex customer experience challenges.
Leadership and People Management: Proven experience in managing and developing high-performing design teams, fostering a collaborative culture.
Stakeholder Management: Ability to navigate corporate environment and influence and inspire cross-functional teams and senior leadership.
What do we offer:
Attractive compensation package
Training to get you started and on-the-job learning opportunities
Extensive learning resources to further develop your skills and knowledge
Tuition Assistance Program (applicable for FedEx positions with a permanent contract)
Employee Assistance Program for you and your family in difficult life situations
Employee reduced-rate shipping
Great career opportunities
FedEx is one of the world's most admired companies and trusted brands year after year
Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we're ready to invest in your development. Join FedEx.
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