Manager - Customer Experience Design
Description
-
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: Manages and mentors a team of CX designers, ensuring alignment of projects with strategic objectives.
Customer Journey Mapping & Service Blueprints: Ensures 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: Identifies 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 practice and user-centric thinking through the organization.
Continuous Improvement: Stays 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 worlds 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.
#LI-Hybrid
#LI-Hybrid
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all
Our Company
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
Our Philosophy
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our Culture
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.
