Customer Journey Analyst
We are seeking a skilled Customer Journey Analyst to enhance customer satisfaction and drive business outcomes. In this role, you will analyze key customer journeys to develop insights into customer behaviors and identify opportunities to improve the customer experience.
Key Responsibilities:
* Data Analysis and Reporting: Analyze and interpret data on customer interactions from various data sources and dashboards to provide a 360-degree 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.
* Cross-Functional Collaboration: 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.
Requirements:
* 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.
About FedEx:
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.