Ayden Smalling

About Ayden Smalling

My career is driven by a desire to better understand the customer – whether through…

Experience

1. Customer Experience Strategist

   FedEx

   Aug 2022 — Present · Dallas-Fort Worth, TX, US

   Leading strategy and execution for the Retail Voice-of-Customer (VOC) program across multiple FedEx business units (Digital Print, FedEx Office, ShipCenters and 3rd-party Retail channels). I\'ve driven major customer insight initiatives, platform governance, and innovation across key customer touchpoints.Key Highlights-Recipient of FedEx\'s highest internal honor, the Five Star Award, recognizing company-wide impact-Global Team Award Winner for work on enterprise-wide global VOC RFP-Participant in Sparkathon, FedEx\'s innovation accelerator for emerging leaders-Designed and launched new VOC feedback channels for custom print customers upon order fulfillment, and enterprise-scale digital print site surveys for large commercial clients-Integrated 3rd-party retail feedback systems into a unified FedEx Retail VOC program-Pioneered the first Generative AI initiative within the Marketing and Retail Channels (MARC) organization, bringing auto-summary to open-ended survey comments-Led a governance overhaul to scale VOC across multiple retail segments, establishing dedicated user environments with enhanced governance layers-Built a new feedback channel for in-store employees contained within the in-store FUSE POS system

Education

• Pepperdine University

  Bachelor's of Business Administration, Applied Mathematics Minor

  2009 — 2013

Skills

• Brand Management
• Social Media
• Marketing
• Social Media Marketing
• Management
• Microsoft Excel
• Powerpoint
• Nonprofits
• Research
• Customer Service
• Mathematics
• Leadership
• Public Speaking
• Strategy
• Market Research
• Analytics
• Entrepreneurship