Customer Experience Insights Analyst
Há 3 dias
We are seeking a Customer Journey Analyst to join our dynamic team.
About UsFedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. Our mission is to deliver outstanding experience to our customers. With over 530,000 team members strong, we are as diverse as the world we serve.
Job SummaryWe have an exciting opportunity for you to work with us as a Customer Experience Insights Analyst. In this role, you will analyze key customer journeys to enhance customer satisfaction and drive business outcomes. You will work with our Experience Design team and the wider organization to develop insights into customer behaviors and identify opportunities to improve the customer experience.
Key Responsibilities- Analyze and interpret data on customer interactions from various data sources and dashboards to provide a 360° view of the customer across key journeys and provide actionable recommendations to improve customer experience and drive business growth.
- Support Customer Journey Mapping & Design by providing insightful data points and analytics on current experience and optimization opportunities.
- Monitor impact and effectiveness of initiatives to improve the customer experience.
- Partner with internal teams such as Customer Experience Design to enable a cohesive and seamless customer experience as well as data analytics teams across the organization to understand data and exchange insights and best practices.
The ideal candidate would demonstrate:
- Data Analytics Proficiency: Strong analytical skills with experience using tools such as PowerBI, SQL, Adobe Analytics, Databricks or customer experience platforms to gather and interpret data.
- Innovative Problem-Solving and Critical Thinking: A detail-oriented and solution-driven approach to combine quantitative and qualitative data sources; identifying issues within the customer journey and developing strategies for improvement.
- Cross-Functional Collaboration: Excellent interpersonal skills, with a proven ability to work effectively with diverse teams across the organization.
- Communication Skills: Ability to turn complex data into easy-to-understand insights and effectively communicate these findings to key stakeholders.
We offer:
- Attractive compensation package ($110,000 per year)
- Training to get you started and on-the-job learning opportunities
- Extensive learning resources to further develop your skills and knowledge
- Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
- Employee Assistance Program for you and your family in difficult life situations
- Employee reduced-rate shipping
- Great career opportunities
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