European CX Journey Lead

FedEx Logistics

Porto

Hybrid

EUR 60,000 - 90,000

Full time

6 days ago

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Job summary

FedEx Logistics is seeking a Customer Experience Journey Lead to orchestrate one or more strategic end-to-end customer journeys across Europe. You will translate customer insights into measurable improvements that boost satisfaction, loyalty and business outcomes.

You will partner with business leaders, SMEs, service designers, UX researchers and data analysts to define journey visions, own roadmaps and monitor outcomes with a strong emphasis on data-driven decisions and cross-functional

Qualifications

Deep understanding of customer needs and journeys.
Ability to drive change in large, matrixed organizations.
Strong program or portfolio management capabilities.
Experience leading cross-functional programs and securing leadership alignment.
Data-driven mindset with ability to translate insights into action.

Responsibilities

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.