Customer Research Analyst

Description

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We have an exciting opportunity for you to join our team as a Customer Research Analyst

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: 

·         Plan, execute, analyze and optimize Customer Research for FedEx in Europe to collect valuable customer insights, enhance their satisfaction and drive business outcomes.

·         Manage, analyse and report on Post-interaction and Relationship surveys using Voice of the Customer Platforms like Qualtrics to ensure timely and accurate understanding of customer sentiment and opportunities for improvement.

·         Partner with other marketing teams to plan, launch and monitor adhoc surveys and/or other research initiatives to gather targeted insights in alignment with business goals.

·         Prepare and present regular performance reports on Customer Satisfaction KPIs/ Survey results to key stakeholders, providing root-cause analysis and actionable insights to guide decision making and strategy.

·         Align globally with other FedEx teams to ensure consistency and integration of customer research efforts across regions to create efficiencies and leverage collective insights.

·         Stay up to date on industry development and generally on Customer behaviours trends across European markets to ensure continuous improvement of the voice of customer program.

What do you bring with you:
 

The ideal candidate would demonstrate:

·         3+ years experience and proven track record executing and reporting on Customer and/or Market Research and familiarity with Customer Satisfaction KPIs (OSAT, NPS etc)

·         Expertise in using Voice of the Customer Platforms like Qualtrics to create, manage, analyze dashboards and report on survey performance.

·         Excellent analytical skills with ability to interpret data, create actionable insights, and continuously improve customer feedback programs. 

·         Excellent ability to communicate findings clearly and concisely to both technical and non-technical stakeholders, including Upper Management, with experience in creating comprehensive reports and presentations that influence strategic decisions. 

·         Excellent interpersonal skills, with a proven ability to work effectively with diverse teams across the organization. 

·         Cross-Cultural and Regional Awareness: Understanding of the nuances and variations in marketing practices and consumer behaviour across different European markets, with the ability to adapt strategies to diverse regional needs. 

·         Fluent in English (spoken and written) 

What do we offer:
• Attractive compensation package
• 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
• FedEx is one of the worlds most admired companies and trusted brands year after year

Bring 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.

#LI-Hybrid

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.