We are seeking a Customer Journey Analyst to join our dynamic team. In this role, you will analyze key customer journeys to enhance customer satisfaction and drive business outcomes. The ideal candidate will work with our Experience Design team and the wider organization to develop insights into customer behaviours and identify opportunities to improve the customer experience. If you have a passion for understanding customer needs and a knack for data analysis, this is the perfect opportunity for you.
Who we are:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone's day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.
What you will be doing: Data Analysis and Reporting: 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: Work with Customer Experience Design team to design optimal customer journeys by providing insightful data points and analytics on current experience and optimization opportunities.Impact Monitoring: Monitor impact and effectiveness of initiatives to improve the customer experience.Collaboration with Cross-Functional Teams: 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.What do you bring with you: 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.What do we offer: Attractive compensation packageTraining to get you started and on-the-job learning opportunitiesExtensive learning resources to further develop your skills and knowledgeTuition Assistance Program (*applicable for FedEx positions with a permanent contract)Employee Assistance Program for you and your family in difficult life situationsEmployee reduced-rate shippingGreat career opportunitiesFedEx is one of the world's most admired companies and trusted brands year after yearBring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we're ready to invest in your development. Join FedEx.
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