Customer Experience
Provides global customer support through analytics, planning, engineering, technology, and education via digital channels, phone, email, and package recovery.
Roles in Customer Experience
Customer Experience Operations is comprised of two divisions – one that supports daily operations, and one that focuses on problem resolution.
- Daily Operations support includes:
- Workforce Planning, Data Analysis, and Automation
- Frontline needs analysis and resolution for domestic and international FedEx customers
- Fraud and Security Controls
- Business Processes, Planning & Engineering
- Problem Resolution support includes:
- Customer Care/Problem Resolution
- Cargo & Freight Claims
- Package Research & Recovery
- Packaging Services
Global Systems, Digital & Insights is the technological arm of Customer Experience – providing support for:
- Customer and agent facing digital technologies, systems and applications
- Global project planning and execution
- Customer experience design and network support
- Data lake reporting and analysis
Frequently hired job families within Customer Experience:
- Project management
- Engineering & Planning CS
- Data Analyst
- Business Systems Analyst
- Business Planning Analyst
- Packaging Engineers