Customer Experience Journey Architect

FedEx Logistics; Leça do Balio; Hybrid; EUR 60,000 - 100,000; Full time

Job summary

FedEx Logistics in Portugal seeks a Customer Experience Journey Lead to orchestrate strategic end-to-end journeys across Europe. You will partner with business leaders, SMEs, service designers, UX researchers and data analysts to translate insights into measurable improvements that raise satisfaction, loyalty and business outcomes.

The role emphasizes cross-functional leadership, data-driven decision making and the ability to balance vision with disciplined execution in a hybrid work environment.

Qualifications

• Deep understanding of customer journeys and outcomes.
• Proven ability to lead cross-functional teams to deliver programs.
• Strong data-driven decision making and storytelling.

Responsibilities

• Defines and evangelizes the customer journey vision and success metrics.
• Leads a cross-functional journey team and aligns stakeholders.
• Owns the journey funnel and prioritizes opportunities based on data.
• Maintains a roadmap and monitors health, risks and outcomes.

Skills

Customer journey

Program management

Stakeholder management

Data analytics

Cross-functional leadership

Job description

FedEx Logistics in Portugal seeks a Customer Experience Journey Lead to orchestrate strategic end-to-end journeys across Europe. You will partner with business leaders, SMEs, service designers, UX researchers and data analysts to translate insights into measurable improvements that raise satisfaction, loyalty and business outcomes.

The role emphasizes cross-functional leadership, data-driven decision making and the ability to balance vision with disciplined execution in a hybrid work environment.