Customer Experience Journey Lead

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

Marketing Operations; Strategic Planning & Product Development: Marketing Operations; Strategic Planning & Product Development; Brand & Advertising; Internal Communications; External Communications; Customer Experience Design; Research; Product Development; Solution Development; Pricing; Vision/ Strategic Planning; Strategic Forecasting & Analysis; Customer Analytics

Position Summary

As a Customer Experience Journey Lead, you will lead and orchestrate one or more strategic end-to-end customer journeys across Europe. Partnering with business leaders, functional SMEs, service designers, UX researchers and data analysts, you will translate customer insights into measurable improvements that improve satisfaction, loyalty and business outcomes.

Key activities

• Defines and evangelizes the customer journey vision, future-state experience and outcome-based success metrics

• Leads a cross-functional journey team, aligning stakeholders around customer outcomes and business priorities through influence, collaboration and shared accountability

• Owns and prioritizes the journey opportunity funnel, using customer insights and data to focus investment where it matters most and engaging the wider organization to turn it into action

• Maintains and communicates a journey roadmap, ensuring initiatives remain aligned to outcomes and strategic objectives

• Monitors journey health, performance and customer feedback, initiating corrective actions and escalating risks when required

Desired skills & competencies

The ideal candidate will demonstrate:

• Deep customer-centricity and a passion for understanding customer needs

• Ability to influence without authority and drive complex change in large, matrixed organizations

• Strong program or portfolio management expertise, balancing strategic thinking with disciplined execution

• Experience leading cross-functional programs and engaging senior leaders to secure alignment and decisions

• Strong analytical skills and the ability to use data and customer insights to identify opportunities and measure impact

• Excellent verbal, written and storytelling skills, with the ability to communicate clearly across all organizational levels

#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.

Equity, Opportunity & Diversity (EO&D)

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness, and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, or any other characteristic protected under international and national laws and regulations. We reasonably accommodate team members and third parties to ensure equal access, inclusion, and fairness across all protected characteristics.