Sr Customer Experience Analyst

FedEx Corporation; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

FedEx Corporation in the United States is seeking a technically skilled professional to act as a subject matter expert supporting management with analysis and interpretation of complex information to enhance the Customer Experience.

The role involves sourcing data from SMEs, leading in-depth research, and developing expert knowledge of company processes, tools, and regulations while delivering reports to executive stakeholders.

Qualifications

• Bachelor's degree required; related experience may offset.
• Five years of experience in an analytical customer service environment.
• A related Master's Degree equals two years experience.
• Proficient in written and verbal Spanish.

Responsibilities

• Sources data and information from internal or external subject matter experts as required.
• Conducts systematic in-depth research and analysis into issues of varying complexity within area of technical specialism.
• Initiates, defines and leads the development and communication of effective reports to key stakeholders, including senior/executive management.
• Develops and maintains expert knowledge in relevant Company principles, processes, tools and best practices; current and forthcoming external requirements (can include International, Regional or Local regulations) and current/emerging market trends and practices within area of expertise.
• Provides expert advice proactively and on request, which may include advising on appropriate solution for
• Develops, recommends and executes tools and processes to assist in the achievement of goals within area of expertise.
• Applies diverse but structured tools to achieve results or develop new or enhanced services.
• Develops and delivers training for internal customers or vendors within area of expertise as appropriate.
• Identifies and develops goals, which may include forecasts, relating to business initiatives and projects within remit in alignment with divisional and corporate goals.

Skills

Analytical thinking

Attention to detail

Presentation skills

Education

Bachelor's Degree

Master's Degree

Tools

Microsoft Office

SQL

Power BI

Python

Job description

Acts as a technical expert on complex specialist subject(s). Supports management with the analysis, interpretation and application of complex information, contributing to the achievement of divisional and corporate goals. Supports or leads projects by applying area of expertise to creative solutions in order to enhance the Customer Experience.

Essential Functions

• Sources data and information from internal or external subject matter experts as required.
• Conducts systematic in-depth research and analysis into issues of varying complexity within area of technical specialism.
• Initiates, defines and leads the development and communication of effective reports to key stakeholders, including senior/executive management.
• Develops and maintains expert knowledge in relevant Company principles, processes, tools and best practices; current and forthcoming external requirements (can include International, Regional or Local regulations) and current/emerging market trends and practices within area of expertise.
• Provides expert advice proactively and on request, which may include advising on appropriate solution for
• Develops, recommends and executes tools and processes to assist in the achievement of goals within area of expertise.
• Applies diverse but structured tools to achieve results or develop new or enhanced services.
• Develops and delivers training for internal customers or vendors within area of expertise as appropriate.
• Identifies and develops goals, which may include forecasts, relating to business initiatives and projects within remit in alignment with divisional and corporate goals.
• Demonstrates understanding of factors influencing goal achievement communicates to key stakeholders and secures commitment.
• May develop and present business or project plans to management. Contributes to the review of business cases/plans.
• Designs process improvements, systems developments or the implementation of best practice within area of expertise.
• May be involved in supporting management in the completion of processes within area of expertise.
• Proactively identifies and analyses risks, opportunities and constraints within area of expertise.
• Evaluates and presents recommendations to support decision making by management.
• Leads and/or contributes to the implementation of actions to ensure results are obtained.
• Leads projects and initiatives, which may be cross-functional teams, which involve internal and external experts.
• Completes post-implementation review to identify lessons learned and recommend corrective actions.
• Ensures on-going compliance with defined Company processes and procedures, relevant legislation and external regulations, and predefined agreements.
• May include review of policies or standards to ensure compliance or design of new policies/standards if appropriate.
• May complete department level audit and notifies management of any non-compliance issues as they arise.
• Builds and develops effective relationships with key stakeholders in order to influence optimal business decisions.
• May act as local point of contact for corporate level or represent the company in external organizations.
• Perform other duties as assigned.

Minimum Education

Bachelor's Degree. Related experience may offset degree requirements and related education/degree may offset experience requirements.

Minimum Experience

Five (5) years of experience in an analytical customer service environment.

More advanced degrees may offset experience requirements. A related Master's Degree equals two (2) years experience.

Knowledge, Skills, and Abilities

Accuracy and attention to detail.

Analytical skills.

Presentation skills.

Microsoft Office and personal computer (PC) skills.

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

Proficient in written and verbal Spanish Master's degree in industrial engineering, computer science, analytics, research, or similar Work experience with SQL, BI tools (e.g. Power BI), some programming (e.g. Python).

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact [e-mail].

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

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

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)