Mgr-Cust Data Analtcs & Insgt

POSITION OVERVIEW:

Responsible for leading data-driven decision-making within the Customer Experience Department by analyzing customer, agents, service performance, and interaction trends. This role plays a critical part in shaping customer-centric strategies and CE initiatives through robust analysis, reporting, and insight generation. The individual in this position acts as the voice of the customer within the organization, turning raw data into meaningful insights that drive retention, engagement, personalization, customer satisfaction, and long-term growth.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Select, train, develop, and motivate CE analytics staff to ensure effective, efficient, and accurate processes for data analysis and reporting are maintained and followed.

2. Oversee data strategy and analytics for CE platforms

3. Develop and maintain customer models to support personalized experiences, targeted communications, and proactive service strategies.

4. Provide actionable insights and recommendations based on customer journeys, loyalty trends, interaction patterns, and lifecycle behaviors to enhance overall customer experience.

5. Measure and evaluate CE and agents' performance metrics (e.g., FCR, AHT, Post-Call Survey, Cases Closed Per Hour) and provide post-initiative analysis to identify improvement opportunities.

6. Collaborate with cross-functional teams to enable data-driven decisions that improve customer satisfaction and engagement.

7. Design and manage dashboards and regular reporting for key stakeholders, ensuring visibility into customer insights, agent performance, and overall CE impact.

8. Lead the development of predictive models and advanced analytics to support customers personalization, and proactive engagement strategies within CE.

9. Ensure compliance with all applicable laws/regulations, as well as company policies and procedures.

10. Perform other duties as required to support CE analytics and strategic initiatives.

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

QUALIFICATIONS:

* Bachelor's degree or equivalent experience in Marketing, Data Analytics, Statistics, Business, or related field required.

Five (5) years of experience required in customer analytics, marketing insight, or data analysis role.

* Strong leadership and team management skills to guide analytics staff and foster a high-performance culture.

* Expertise in Customer Experience (CE) operations and analytics, including contact center processes, customer journey mapping, and service performance metrics.

* Knowledge of client/server and browser-based reporting and analytics tools, as well as CE platforms

* Proficiency in data visualization and BI tools (Power BI, Spotfire, Tableau) and advanced Excel skills.

* Solid understanding of systems and operations within CE environments.

* Software proficiency, including Microsoft Office and SQL for data manipulation.

* Excellent verbal and written communication and presentation skills to convey insights to all levels of management.

* Strong analytical and critical thinking skills with the ability to draw actionable insights from complex data sets.

* Ability to synthesize data and present findings in a clear, actionable format for non-technical audiences.

* Deep understanding of customer journey mapping, segmentation, and experience optimization strategies.

* Knowledge of statistics, data mining, and predictive modeling techniques for personalization and retention strategies.

* Excellent project management and organizational skills to manage multiple analytics initiatives simultaneously.

* High attention to detail and a passion for data accuracy and quality to ensure reliable insights and reporting.

JOB CONDITIONS:

* Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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