Mgr-Strategic Planning

FedEx • Memphis, TN

4d • Onsite

About The Position

Responsible for designing and executing innovative customer experience strategies that enhance satisfaction, loyalty, and advocacy. This role focuses on leveraging data-driven insights, optimizing customer touchpoints, and driving initiatives that deliver a seamless, personalized experience across all channels.

Requirements

• Bachelor's Degree or equivalent in a quantitative discipline in Business Analytics, Engineering, Operations Research, Industrial Management
• Five (5) years of experience in customer experience strategy, program development, or operations management with strong project leadership skills
• Deep understanding of customer experience principles and metrics (NPS, CSAT, CES)
• Knowledge of financial planning and ROI analysis for CE initiatives
• Strong analytical skills to evaluate customer data, digital engagement trends, and operational performance
• Ability to influence stakeholders and guide decisions on CE strategies and technology adoption
• Proficiency in project management tools
• Excellent communication, leadership, and change management skills

Nice To Haves

• PMP or similar certification preferred

Responsibilities

• Provides direct leadership for initiatives supporting a unified, single view of the customer to enable personalized engagement and improved service delivery
• Oversees projects/programs requiring coordination with marketing, operations, technology, and other corporate divisions to ensure alignment with CE objectives.
• Facilitates communication and collaboration across internal teams and external partners to drive customer-centric outcomes
• Implements workforce and resource planning processes to ensure optimal support for CE initiatives and service excellence
• Drives continuous improvement and operational efficiency across customer-facing processes, leveraging best practices and emerging technologies
• Leads CE project portfolio management, ensuring strategic initiatives are prioritized based on customer impact and business value
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees