CX Journey Architect — Europe Lead

FedEx Express México

Leça do Balio

Hybrid

EUR 60,000 - 90,000

Full time

9 days ago

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Job summary

PTJ Fedex Express Portugal, Unip., Lda is seeking a Customer Experience Journey Lead to orchestrate strategic end-to-end customer journeys across Europe. You will partner with business leaders, functional SMEs, service designers, UX researchers and data analysts to translate customer insights into measurable improvements that improve satisfaction, loyalty and business outcomes.

The ideal candidate will define journey vision, lead a cross-functional team, own the journey funnel, maintain a

Qualifications

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 with disciplined execution.
Experience leading cross-functional programs and engaging senior leaders for alignment.
Strong analytical skills using data and insights to identify opportunities and measure impact.
Excellent verbal, written and storytelling skills across all organizational levels.

Responsibilities

Defines and evangelizes the customer journey vision, future-state experience and outcome-based success metrics.
Leads a cross-functional journey team with stakeholders around outcomes and priorities.
Owns and prioritizes the journey opportunity funnel using customer insights to focus investments.
Maintains and communicates a journey roadmap aligned to outcomes and strategic objectives.
Monitors journey health, performance and customer feedback, initiating corrective actions.