Marketing Analyst - Customer Journey Analyst

Description

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.

We have an exciting opportunity for you to join our team as a Customer Journey 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:

·    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 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.