Customer Experience Designer

Há 2 dias


Porto, Porto, Portugal Fedex Tempo inteiro
About FedEx

FedEx is a global leader in express transportation, connecting over 220 countries and territories. Our team of passionate professionals work every moment to deliver the most important package of someone's day.

Job Summary

We are seeking a Customer Experience Designer - Service Delivery Specialist to join our team. As a key member of our service design team, you will be responsible for designing seamless user-centered services that deliver optimal experiences across digital and physical touchpoints.

Key Responsibilities
  • Create detailed service blueprints that map out customer interactions, supporting processes, and underlying systems to ensure cohesive and efficient service delivery.
  • Conduct qualitative and quantitative user research to identify pain points, unmet needs, and opportunities for service improvement.
  • Synthesize findings to inform service design strategies.
  • Develop end-to-end customer journey maps that visualize the customer experience across all touchpoints, identifying areas of friction and opportunities for enhancement.
  • Facilitate workshops with stakeholders, users, and cross-functional teams to collaboratively ideate, prototype, and iterate on service concepts.
  • Design and test low- and high-fidelity prototypes of new service solutions, gathering feedback to refine and iterate on designs before implementation.
Requirements
  • Strong knowledge of design thinking principles, with the ability to translate user research into actionable service improvements and design decisions.
  • Proficient in creating customer journey maps and service blueprints that provide a holistic view of service touchpoints, front-end interactions, and back-end processes.
  • Experience in leading co-creation and ideation workshops with internal and external stakeholders, fostering collaboration and generating innovative service ideas.
  • Proficient in prototyping tools (e.g., Figma, Sketch, Axure) to create wireframes, mockups, and service prototypes for testing and iteration.
  • 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 We Offer
  • An attractive compensation package: $85,000 per year, depending on location and experience.
  • 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 at one of the world's most admired companies and trusted brands.

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