FedEx team members have a critical role in ensuring the delivery of test kits and medical supplies to communities as they fight the spread of COVID-19.
FedEx has immediate openings in multiple business-critical areas. View critical openings here

B1872: Customer Experience Advisor

Job Description

Job Title: B1872: Customer Experience Advisor
Job Requisition Number: RC235093
Category: Customer Experience
Job Family: FXE-US: Customer Experience
Time Type: Full Time
Locations:
Memphis, Tennessee

Involves providing unique, high impact, technical or expert advice to directors or officers within a region or internationally. Advisors can report to a Manager, MD, VP or SVP as required


Provides technical expertise and advice to senior/executive management on current and emerging systems trends, practices, opportunities and risks within area of expertise. Delivers analysis, interpretation and application of complex information in order to influence optimal business decisions. Leads high impact cross-functional projects and initiatives. Is future oriented and drives strategic planning. Influences and supports cross-functional project teams in order to achieve optimal results for the busines


Specific Responsibilities includes” CE Strategy & Governance, Continuous Improvement & CE Performance Management & Monitoring, Internal & External Quality Measurement (Service Tower), CI/ QDM Learning & Development, Communication Office, Coordinate CI Community, Daily/ Weekly Service Monitoring, Methods & Standards, Process Compliance, Provide QDM Learning & Development, QDM Promotion & Communication, Stakeholder Management/ Engagement Key Liaison with CE Organization & Officers, Vendor Management, Business Planning, CC Planning & Engineering, Identification & Monitoring of Customer Metrics, Long Term Business Case Development, Predictive Analytics, Workforce Management Metrics”

Job Responsibilities for this role:
1.            Able to use variety of different data sources including database queries, demographic data, email and chat information and research data (both text and voice analytics) and be able to mine large data and get true customer insights
2.            Conduct in-depth research on both internal and external market data to find key insights and also find data sources to many customer experience KPIs
3.            Provides consolation, support and technical assistance on specific research and customer centric projects across the division by working with different functional departments, regions and operating companies
4.            Assist professionals and also management with the appropriate coaching required in the data analytical field
5.            Uses variety of online survey software’s to conduct qualitative research and reports
6.            Lead multiple global technical projects and provide expertise on design of the tools, reporting structure and parameters
7.            Communicate effectively with upper management to convey the customer needs and requirements and be able to recommend multiple options to meet these needs
Skills Required:
1.            SQL programming skills (Advanced level)
2.            Business Objects understanding and ETL knowledge
3.            TABLEAU and TIBCO visual analytics
4.            Business acumen
5.            Big Data Mining
6.            Survey creations and Marketing Research analytics
7.            Proven ability to function in a highly visible, fast-paced and dynamic environment
8.            Experience communicating directly with executive level management
9.            Strong verbal, written and interpersonal communications skills; excellent PowerPoint and presentation delivery skills
10.          Experience leading large-scale, cross-opco efforts
11.          Proven ability to think strategically and put complex action plans in place
12.          Ability to clearly and concisely communicate complex opportunities/issues, evaluate trade-offs and bring about resolution

Education requirements:
Bachelors degree in Business Management or Statistics with at least 8 years of experience in data analytics
Master degree  preferred such as an MBA/MIS or MS in Business Analytics


FedEx Express is an EEO/AA employer and prohibits discrimination and harassment against any applicant or employee on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing.

FedEx Express is an AA/EEO/Veterans/Disabled Employer.

Applicants who require reasonable accommodations to complete a profile or to submit responses to qualifying questions may contact Reginald Stewart at 1-866-730-1021.

Please click below to learn more about your rights as an Applicant under Federal Employment Laws:

E-Verify Program Participant: FedEx Express participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only).

Please click below to learn more about the E-Verify program:

If you are applying in Philadelphia, PA, you can click below to learn about Philadelphia's fair chance hiring law.

http://www.phila.gov/HumanRelations/DiscriminationAndEnforcement/Pages/BantheBoxLawAtAGlance.aspx

Pursuant to the San Francisco Fair Chance Ordinance FedEx Express will consider for employment qualified applicants with arrest and conviction records.


NEW YORK CORRECTION LAW

ARTICLE 23-A

LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

Section 750. Definitions.

751. Applicability.

752. Unfair discrimination against persons previously convicted of one or more criminal offenses prohibited.

753. Factors to be considered concerning a previous criminal conviction; presumption.

754. Written statement upon denial of license or employment.

755. Enforcement.

§750. Definitions. For the purposes of this article, the following terms shall have the following meanings:

(1) "Public agency" means the state or any local subdivision thereof, or any state or local department, agency, board or commission.

(2) "Private employer" means any person, company, corporation, labor organization or association which employs ten or more persons.

(3) "Direct relationship" means that the nature of criminal conduct for which the person was convicted has a direct bearing on his fitness or ability to perform one or more of the duties or responsibilities necessarily related to the license, opportunity, or job in question.

(4) "License" means any certificate, license, permit or grant of permission required by the laws of this state, its political subdivisions or instrumentalities as a condition for the lawful practice of any occupation, employment, trade, vocation, business, or profession. Provided, however, that "license" shall not, for the purposes of this article, include any license or permit to own, possess, carry, or fire any explosive, pistol, handgun, rifle, shotgun, or other firearm.

(5) "Employment" means any occupation, vocation or employment, or any form of vocational or educational training. Provided, however, that "employment" shall not, for the purposes of this article, include membership in any law enforcement agency.

§751. Applicability. The provisions of this article shall apply to any application by any person for a license or employment at any public or private employer, who has previously been convicted of one or more criminal offenses in this state or in any other jurisdiction, and to any license or employment held by any person whose conviction of one or more criminal offenses in this state or in any other jurisdiction preceded such employment or granting of a license, except where a mandatory forfeiture, disability or bar to employment is imposed by law, and has not been removed by an executive pardon, certificate of relief from disabilities or certificate of good conduct. Nothing in this article shall be construed to affect any right an employer may have with respect to an intentional misrepresentation in connection with an application for employment made by a prospective employee or previously made by a current employee.

§752. Unfair discrimination against persons previously convicted of one or more criminal offenses prohibited. No application for any license or employment, and no employment or license held by an individual, to which the provisions of this article are applicable, shall be denied or acted upon adversely by reason of the individual's having been previously convicted of one or more criminal offenses, or by reason of a finding of lack of "good moral character" when such finding is based upon the fact that the individual has previously been convicted of one or more criminal offenses, unless:

(1) There is a direct relationship between one or more of the previous criminal offenses and the specific license or employment sought or held by the individual; or

(2) the issuance or continuation of the license or the granting or continuation of the employment would involve an unreasonable risk to property or to the safety or welfare of specific individuals or the general public.

§753. Factors to be considered concerning a previous criminal conviction; presumption. 1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.

§754. Written statement upon denial of license or employment. At the request of any person previously convicted of one or more criminal offenses who has been denied a license or employment, a public agency or private employer shall provide, within thirty days of a request, a written statement setting forth the reasons for such denial.

§755. Enforcement.

1. In relation to actions by public agencies, the provisions of this article shall be enforceable by a proceeding brought pursuant to article seventy-eight of the civil practice law and rules.

2. In relation to actions by private employers, the provisions of this article shall be enforceable by the division of human rights pursuant to the powers and procedures set forth in article fifteen of the executive law, and, concurrently, by the New York city commission on human rights.