Strategic CX Analytics Lead

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

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.