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Marketing Analyst - Customer Journey Analyst

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Fedex

17d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Data
  • Porto

AI generated summary

  • You must have expertise in data analysis tools (SAS, SQL, Tableau), strong analytical skills, innovative problem-solving, excellent collaboration, and effective communication in English.
  • You will analyze customer interaction data, provide insights for journey design, monitor initiative effectiveness, and collaborate with cross-functional teams to enhance customer experience.

Requirements

  • Expertise in Data Analysis Tools:
  • Proficiency in data analysis tools and platforms such as SAS, Databricks, Adobe Analytics, SQL, Excel, and data visualization tools like Tableau or Power BI to analyze and present data.
  • Data Analytics Proficiency:
  • Strong analytical skills with ability to interpret complex data sets, identify patterns, and provide actionable insights that drive customer engagement.
  • 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.
  • Fluent in English (spoken and written)

Responsibilities

  • Data Analysis and Reporting:
  • Combine, analyze and interpret data on customer interactions from various data sources (e.g., CRM systems, web analytics, social media) using tools like SAS, Databricks, Adobe Analytics and Power BI to provide a 360˚ 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 (trends, behaviors, insights) on current experience and optimization opportunities.
  • Impact Monitoring:
  • Monitor impact and effectiveness of initiatives to improve the customer experience by designing, maintaining and analyzing dashboards and reports, utilizing visualization tools and various data sources.
  • Collaboration with Cross-Functional Teams:
  • 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.

FAQs

What is the job title for this position?

The job title for this position is Marketing Analyst - Customer Journey Analyst.

What tools will I be using in this role?

In this role, you will be using tools like SAS, Databricks, Adobe Analytics, SQL, Excel, and Power BI for data analysis and reporting.

What kind of analysis will I be performing?

You will be analyzing key customer journeys and interpreting data on customer interactions from various data sources to drive insights and improve customer experience.

Is it required to have a specific level of proficiency with data analysis tools?

Yes, proficiency in data analysis tools such as SAS, Databricks, and Power BI, along with strong analytical skills, is required for this position.

Will I be collaborating with other teams?

Yes, you will collaborate with internal teams such as the Customer Experience Design team and data analytics teams across the organization.

What qualifications or skills are preferred for this position?

Ideal candidates should have strong analytical skills, innovative problem-solving abilities, excellent communication skills, and the ability to work collaboratively with diverse teams.

What are the main responsibilities of this role?

Main responsibilities include data analysis and reporting, supporting customer journey mapping and design, impact monitoring of initiatives, and collaboration with cross-functional teams.

Is fluency in a specific language required?

Yes, fluency in English (spoken and written) is required for this position.

What kind of growth opportunities does FedEx offer?

FedEx offers extensive learning resources, on-the-job training, a Tuition Assistance Program, and great career opportunities for professional development.

What benefits does FedEx provide?

Benefits include an attractive compensation package, employee assistance programs, reduced-rate shipping, and various learning and development resources.

How does FedEx view its employees?

FedEx values its employees as integral to delivering outstanding customer experiences and is committed to investing in their development.

Is this position hybrid?

Yes, this position supports a hybrid work format.

Transportation
Industry
10,001+
Employees
1971
Founded Year

Mission & Purpose

FedEx connects people and possibilities through our worldwide portfolio of shipping, transportation, e-commerce and digital supply chain services. For decades, we’ve been innovating to deliver more for you. Strengthening supply chains with our global network. Simplifying logistics. Enhancing tracking and visibility. And using data from every journey to make your experience better. Our people are the foundation of our success, and FedEx has consistently ranked among the world’s most admired and trusted employers. We inspire our global workforce of more than 575,000 team members to remain absolutely, positively focused on safety, the highest ethical and professional standards, and the needs of their customers and communities.