Digital Marketing / Principal Digital Designer

Federal Express Corporation•Plano, TX

1d•Remote

About The Position

Leads design strategy across a portfolio of products or a critical user journey, blending systems thinking with strong execution. Drives cohesive, scalable experiences across teams while elevating design quality, influence roadmap prioritization, and ensuring that design decisions align with user needs and business goals. Establish and champion the strategic, end-to-end vision for complex, multi-touchpoint customer and partner journeys. Map and maintain highly detailed service blueprints, customer journey maps, and ecosystem models that bridge "frontstage" customer interactions with "backstage" operational processes and technical systems. Connect qualitative user insights, quantitative data, operational bottlenecks, and business outcomes to help senior leadership identify high-leverage investment opportunities and strategic bets. Serve as a critical alignment partner across highly matrixed, siloed business units (e.g., Product, Design, Operations, Customer Service, Engineering, and Sales) to deliver cohesive, end-to-end services. Design and lead high-stakes co-creation workshops, design sprints, and system-mapping sessions to drive consensus and decision-making among diverse senior stakeholders. Translate high-level service design strategy into actionable, phased initiatives and clear requirements for cross-functional product and engineering teams. Audit existing services to identify systemic operational inefficiencies and design new internal workflows, employee tools, and operational standards to support customer-facing changes. Define, track, and prove the business impact of service interventions by connecting service quality to hard business metrics (e.g., cost-to-serve reduction, customer retention, employee efficiency). Ensure all service concepts are operationally scalable, financially viable, and strictly grounded in real-world technical and business constraints. Develop, scale, and mature service design methodologies, frameworks, and playbooks across the entire design organization. Provide mentorship and career coaching to intermediate and senior product, service, and content designers to elevate the overall craft and strategic influence of the design team. Serve as an internal champion for human-centered design, systems thinking, and operational excellence in executive forums and broad organizational platforms.

Requirements

Bachelor’s degree in business or related field. In lieu of a degree, nine (9) years of practical experience may offset education requirements.
Five (5) years in product, UX, or digital design.
Experience guiding platform, ecosystem, or multi-surface design.
Proven track record designing and shipping large-scale experiences.
Strong strategic influence and systems-level thinking.
Skilled in balancing user needs with technical feasibility and business impact.

Nice To Haves

Strong strategic influence, systems-level thinking, collaboration, communication, and analytical skills.
Skilled in balancing user needs with technical feasibility and business impact.
Demonstrated experience with design, wireframe and prototyping tools, such as Adobe Creative Suite, Figma.
Proven ability to create and use journey maps to inform strategic design decisions.
Portfolio demonstrating end-to-end UX work, including problem framing, research, journey mapping, wireframing and visual design.

Responsibilities

Defines design strategy and north-star experiences for a platform or major product area.
Leads cross-functional discovery and strategic alignment sessions.
Partners with product and engineering leadership to drive holistic customer outcomes.
Evolves and scales design systems, patterns, and tooling infrastructure.
Mentors senior and mid-level designers; raises the bar on quality and consistency.
Generates and obtain support for innovative ideas based on market dynamics, customer feedback, and technology trends.
Collaborates with researcher, other designers, and product managers to identify and execute solutions that improve the user experience.
Build positive cross-department relationships with peers and leadership. Actively facilitates alignment across organizations, seeks different perspectives, and incorporates those into their work/solutions
Assumes primary leadership for multiple large/complex cross-functional initiatives simultaneously, owning and delegating tasks appropriately and overseeing the working team.
Set OKRs and KPIs for initiatives and leads action towards, and reporting on them, while ensuring team members do the same.
Performs other duties as assigned.