Customer Data Analyst

Adecco Recruitment is hiring a Customer Research Analyst for a large multinational company in the transportation and logistics sector, based in Porto.

·      Plan, execute, analyse and optimize Customer 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 plan, 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.

Desire skills & Competencies:

The ideal candidate would demonstrate:

·      3+ years experience and proven track record 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)