Marketing Analyst - Service & Experience Designer
Description
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We have an exciting opportunity for you to join our team as a Marketing Analyst - Service & Experience Designer
As a Service & Experience Designer, you will be responsible for designing seamless, user-centered services that deliver optimal experiences across digital and physical touchpoints. You will work collaboratively with cross-functional teams to create solutions that meet both business goals and customer needs.
The ideal candidate has a passion for solving complex problems, a deep understanding of human-centered design, and the ability to translate insights into actionable service blueprints and prototypes.
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.
What you will be doing:
Service Blueprint Development: Create detailed service blueprints that map out customer interactions, supporting processes, and the underlying systems to ensure cohesive and efficient service delivery.
User Research & Insights: Conduct qualitative and quantitative user research to identify pain points, unmet needs, and opportunities for service improvement. Synthesize findings to inform service design strategies.
Journey Mapping: Develop end-to-end customer journey maps that visualize the customer experience across all touchpoints, identifying areas of friction and opportunities for enhancement.
Co-Creation Workshops: Facilitate workshops with stakeholders, users, and cross-functional teams to collaboratively ideate, prototype, and iterate on service concepts.
Prototyping and Testing: Design and test low- and high-fidelity prototypes of new service solutions, gathering feedback to refine and iterate on designs before implementation.
What do you bring with you:
- Human-Centered Design Thinking: Strong knowledge of design thinking principles, with the ability to translate user research into actionable service improvements and design decisions.
Journey Mapping & Service Blueprinting: Proficient in creating customer journey maps and service blueprints that provide a holistic view of service touchpoints, front-end interactions, and back-end processes.
Workshop Facilitation: Experience in leading co-creation and ideation workshops with internal and external stakeholders, fostering collaboration and generating innovative service ideas.
Prototyping Skills: Proficient in prototyping tools (e.g., Figma, Sketch, Axure) to create wireframes, mockups, and service prototypes for testing and iteration.
Communication & Collaboration: Excellent verbal and written communication skills, with the ability to clearly convey complex service design concepts to a variety of audiences, including non-designers, executives, and developers.
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.
