Filipe Oliveira

As Manager of Customer Experience Design at FedEx, Filipe Oliveira leads the European Service Design and UX Research practice. His expertise spans service design, customer research and experience-led operating models, applied to journeys that run across digital and physical touchpoints and multiple countries.

Currently Filipe focuses on the connection between service design and journey management: how design work feeds the journeys the business actually manages, and how designers work alongside journey managers, analysts and delivery teams rather than handing over to them. Over the last two years that model has been built and tested in Europe and is now moving toward a global one.