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Marketing Specialist - Customer Journey Owner / Experience Lead

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Fedex

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Marketing
    Business, Operations & Strategy
  • Porto

AI generated summary

  • You need a customer-focused mindset, strong project management skills, understanding of agile practices, ability to collaborate with stakeholders, and excellent communication abilities.
  • You will define strategy, manage experience roadmaps, drive enhancements, and monitor performance to align customer journeys with business goals.

Requirements

  • Customer-Centric Approach: A passion for understanding customer needs and delivering exceptional user experiences.
  • Excellent Project Management Skills: Ability to lead complex projects with a focus on outcomes and value delivery for both customers and the business.
  • Understanding of Business Agility: Familiar with different agile tools and ways of working.
  • Collaboration: Can work with multitude of stakeholders and harness buy in for key priorities.
  • Strong Communication: Excellent verbal and written communication skills, with the ability to clearly convey objectives, progress and outcomes.

Responsibilities

  • Vision & Strategy Development: Define the strategy and vision for the assigned customer journey(s) and / or experiences in line with customer needs and the organization’s wider strategic objectives.
  • Roadmap / Backlog Management: Create experience roadmap including the prioritization and management of the product backlog to deliver most valuable features and improvements in a timely manner.
  • Experience Enhancements: Act as business lead to take experience enhancements for both digital and process capabilities from idea to realization; obtaining buy in and support from cross-functional stakeholders.
  • Performance Monitoring: Work with Customer Insights and Customer Experience Design teams to understand if the journey/experience is meeting customer expectations and delivering desired business outcomes.

FAQs

What is the primary focus of the Marketing Specialist - Customer Journey Owner / Experience Lead position?

The primary focus is to define the strategy and vision for assigned customer journeys and experiences, ensuring alignment with customer needs and the organization’s strategic objectives.

What types of skills are necessary for this role?

Essential skills include a customer-centric approach, excellent project management abilities, an understanding of business agility, strong collaboration skills, and strong verbal and written communication skills.

How does this position contribute to customer experience enhancements?

The Marketing Specialist acts as a business lead to guide experience enhancements for both digital and process capabilities, taking initiatives from idea to realization while securing support from cross-functional stakeholders.

What does roadmap and backlog management entail in this role?

It involves creating an experience roadmap and prioritizing the management of the product backlog to deliver the most valuable features and improvements in a timely manner.

Will there be opportunities for professional development?

Yes, FedEx offers extensive learning resources for skills development, as well as a Tuition Assistance Program for eligible positions.

What kind of compensation package can I expect?

FedEx offers an attractive compensation package, along with various benefits including employee assistance programs and reduced-rate shipping.

Who are the key partners with whom the Marketing Specialist works?

The Marketing Specialist will collaborate with teams such as Customer Insights and Customer Experience Design, as well as cross-functional stakeholders throughout the organization.

What outcomes are expected from this role?

The role aims to ensure that customer journeys and experiences meet customer expectations and deliver desired business outcomes through performance monitoring and collaboration.

Is prior experience in marketing or customer experience required for this position?

While the job description does not specify, a background in marketing, project management, or customer experience would be beneficial for success in this role.

What is the workplace culture like at FedEx?

FedEx is committed to diversity and inclusion, offers a supportive environment, and values the contributions of its team members, fostering a sense of community and shared purpose.

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Fedex

Transportation
Industry
10,001+
Employees
1971
Founded Year

Mission & Purpose

FedEx connects people and possibilities through our worldwide portfolio of shipping, transportation, e-commerce and digital supply chain services. For decades, we’ve been innovating to deliver more for you. Strengthening supply chains with our global network. Simplifying logistics. Enhancing tracking and visibility. And using data from every journey to make your experience better. Our people are the foundation of our success, and FedEx has consistently ranked among the world’s most admired and trusted employers. We inspire our global workforce of more than 575,000 team members to remain absolutely, positively focused on safety, the highest ethical and professional standards, and the needs of their customers and communities.