Customer Research Analyst

We have an exciting opportunity for you to join our team as a Customer and Market Research 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 someones 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 lets write our next chapter together. What you will be doing:

• Plan, execute, analyse and optimize Customer and Market Research for FedEx in Europe to collect valuable customer insights, enhance their satisfaction and drive business outcomes.
• Manage, analyse and report on Post-interaction and Relationship surveys using Voice of the Customer Platforms like Qualtrics to ensure timely and accurate understanding of customer sentiment and opportunities for improvement.
• Partner with other marketing teams to design, launch and monitor adhoc surveys and/or other research initiatives to gather targeted insights in alignment with business goals.
• Prepare and present regular performance reports on Customer Satisfaction KPIs/ Survey results to key stakeholders, providing root-cause analysis and actionable insights to guide decision making and strategy.
• Align globally with other FedEx teams to ensure consistency and integration of customer research efforts across regions to create efficiencies and leverage collective insights.
• Stay up to date on industry development and generally on Customer behaviours trends across European markets to ensure continuous improvement of the voice of customer program.

What do you bring with you:

The ideal candidate would demonstrate:

• Master Degree in Marketing, Business, Statistics, Sociology, Psychology
• 3+ years experience and proven track record designing, executing and reporting on Customer and/or Market Research and familiarity with Customer Satisfaction KPIs (OSAT, NPS etc)
• Expertise in using Voice of the Customer Platforms like Qualtrics to create, manage, analyze dashboards and report on survey performance.
• Excellent analytical skills with ability to interpret data, create actionable insights, and continuously improve customer feedback programs.
• Excellent ability to communicate findings clearly and concisely to both technical and non-technical stakeholders, including Upper Management, with experience in creating comprehensive reports and presentations that influence strategic decisions.
• Excellent interpersonal skills, with a proven ability to work effectively with diverse teams across the organization.
• Cross-Cultural and Regional Awareness: Understanding of the nuances and variations in marketing practices and consumer behaviour across different European markets, with the ability to adapt strategies to diverse regional needs.
• Fluent in English (spoken and written)

• 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

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