Customer Experience Manager

Who we are

At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. Its a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.

With one FedEx culture, we:

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next

Awards

• FedEx has consistently ranked among the top 20 in the Worlds Most Admired Companies” report, published in FORTUNE magazine, since 2001
• Ethisphere named FedEx as one of World’s Most Ethical Companies® in 2023

What you will do

Key Responsibilities:

Customer Journey Mapping

• Analyze and document existing customer journeys across all touchpoints.
• Identify pain points, gaps, and opportunities for improvement using data-driven insights.
• Develop customer personas and journey maps to visualize and optimize customer experiences.
• Benchmark against industry best practices and emerging technologies

Current Systems Analysis

• Gain a comprehensive understanding of FedEx’s existing digital and operational systems.
• Collaborate with IT and business teams to assess system capabilities and limitations.
• Leverage data analytics to interpret customer behavior and system performance

Transformation Design & Execution

• Design innovative solutions to enhance the end-to-end customer experience, bridging digital and physical channels.
• Drive the implementation of new digital tools, platforms, and processes in partnership with technology teams.
• Oversee the rollout of digital optimization products and ensure seamless integration with existing systems.

Stakeholder Collaboration

• Work cross-functionally with marketing, operations, and technology teams to align transformation initiatives with business goals.
• Facilitate workshops and co-creation sessions to gather input and foster buy-in.
• Communicate progress, insights, and recommendations to stakeholders at all levels.

Continuous Improvement

• Monitor key performance metrics related to customer experience and transformation outcomes.
• Stay updated with industry trends, digital innovations, and best practices.
• Lead change management efforts to ensure adoption and sustainability of new solutions.
  

You will be a great fit if you have the below:

• Bachelor’s or Master’s degree in Business, Technology, Marketing, or a related fiel
• 5+ years of experience in digital transformation, customer experience, or a similar role.
• Proven expertise in customer journey mapping, process analysis, and digital solution design.
• Strong understanding of enterprise systems, data analytics, and technology integration.
• Excellent project management, communication, and stakeholder engagement skills.
• Experience working in logistics, supply chain, or related industries is a plus.
  Desired Skills
• Proficiency in customer journey mapping tools and data visualization platforms.
• Knowledge of CRM systems, automation, and digital communication technologies.
• Analytical mindset with the ability to translate insights into actionable strategies
• Change management and workshop facilitation experience.
• Passion for innovation and continuous improvement in customer experience.

What you can expect

• Opportunities to lead initiatives & drive tangible business benefits
• Opportunities to connect with global & cross-functional stakeholders
• Supportive and inclusive work environment

Our Commitment

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 the 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, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

Interested to join Team FedEx?

Everyone at FedEx has a part to play. It’s about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you’re a business leader or delivery driver, you’ll be empowered to take responsibility and overcome each challenge in your own way.

If this role and working environment sound like a place you can thrive in, apply today and let’s create what’s next together.