POSITION OVERVIEW

Analyze customer experience and operational data to identify customer behaviors, service gaps, and improvement opportunities with meaningful business impact. Deliver analytical insight, reporting, and forecasting to support decisionmaking across Customer Experience, Operations, and Technology. Translate complex information into clear, actionable recommendations while operating independently and supporting crossfunctional initiatives.

ESSENTIAL FUNCTIONS

Analyze customer, operational, and contact center data to identify trends, root causes, and performance improvement opportunities. Design, maintain, and enhance dashboards, recurring reports, and ad hoc analyses to support performance monitoring and leadership decisions. Track and evaluate key service and customer experience metrics, including first contact resolution, average handle time, survey results, and productivity. Support planning and forecasting by developing analytical and predictive models to assess demand, performance trends, and opportunity sizing. Collaborate with Customer Experience, Operations, Technology, and other partners to define analytical needs, prioritize work, and support datadriven actions. Communicate insights and recommendations through clear, concise presentations tailored to both technical and nontechnical audiences. Evaluate outcomes through postinitiative analysis, document findings, and recommend next steps or adjustments as needed. Support continuous improvement of data quality, reporting processes, and analytics standards. Comply with all applicable laws and regulations, as well as company policies and procedures. Perform other duties as assigned.

Disclaimer:

This job description is general in nature and is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.

QUALIFICATIONS

Bachelor's degree in business, analytics, finance, marketing, management, or a related field, or equivalent work experience. Five (5) or more years of experience in analytics, customer experience, customer operations, business intelligence, or a related area. Proven ability to analyze large, complex datasets and translate findings into clear, actionable insights. Experience working with customer experience, customer service, or contact center metrics and processes. Strong written, verbal, and presentation skills, with the ability to communicate effectively at multiple organizational levels. Proficiency with data analysis, reporting, visualization, spreadsheet, and presentation tools. Ability to manage multiple priorities, work independently, and collaborate effectively in a fastpaced environment.

WORK CONDITIONS

Some travel required EST FedEx Freight, Inc FedEx Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please e-mail at ADAAssistance@fedexfreight.com. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. 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