Strategic Customer Experience Design Lead

Há 3 dias


Porto, Porto, Portugal Federal Express, Inc. Tempo inteiro

We are seeking an experienced and dynamic professional to lead the creation of exceptional customer-centric experiences across all touchpoints at Federal Express, Inc. This role is responsible for overseeing the development of innovative strategies and designs that enhance customer satisfaction, loyalty, and engagement.

Job Description
  • 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 practices 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.
Required Skills and Qualifications
  • 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 We Offer

A competitive salary between $100,000 - $150,000 per year, training to get you started and on-the-job learning opportunities, extensive learning resources to further develop your skills and knowledge, Tuition Assistance Program, Employee Assistance Program for you and your family in difficult life situations, employee reduced-rate shipping, great career opportunities, FedEx's reputation as one of the world's most admired companies and trusted brands, and a diverse and inclusive workforce where everyone feels valued.

We strive to create an environment that inspires creativity, encourages collaboration, and empowers innovation. Join us and let's shape the future of customer experience together



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