Apply on Employer Site

FedEx Freight · 1 day ago

Mgr-Cust Data Analtcs & Insgt

Harrison, AR

Full-time

Hybrid

Mid, Senior Level

5+ years exp

FedEx Freight is a logistics and transportation company, and they are seeking a Manager for Customer Data Analytics & Insights. This role is responsible for leading data-driven decision-making within the Customer Experience Department by analyzing trends and providing actionable insights to enhance customer satisfaction and engagement.

Transportation/Trucking/Railroad

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

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

Oversee data strategy and analytics for CE platforms

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

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

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

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

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

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

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

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

Qualification

Customer Experience analyticsData visualization toolsPredictive modeling techniquesData analysis experienceSQL proficiencyLeadership skillsAnalytical thinkingCommunication skillsProject management skillsAttention to detail

Required

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

Company

FedEx Freight

Glassdoor3.8

FedEx Freight is a shipping company.

Founded in 1973

Memphis, Tennessee, USA

10001+ employees

https://www.fedex.com/en-us/shipping/freight.html

H1B Sponsorship

FedEx Freight has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (38)

2024 (21)

2023 (12)

2022 (18)

2021 (23)

2020 (14)