Service Excellence Advisor

Enterprise Service Performance Analyst

Provides insights and reporting of ESP (Enterprise Service Performance) metrics, ensuring strategic focus across the enterprise for customer experience improvement as measured by Net Promoter Score (NPS). Includes messaging of ESP program and metric strategy, ensuring clarity and accuracy of metric reporting, analyzing metrics for performance and insights, and collaborating with metric owners for metric enhancement.

Reports monthly performance to executive stakeholders, including the Customer Experience Steering Committee (CESC), and works with global metric owners and stakeholders to establish annual goals.

Provides day-to-day leadership and subject matter expertise for cross-functional initiatives that advance service quality and operational excellence.

Leads efforts to design and implement measurement tools, reporting frameworks, and insights that improve business processes and customer outcomes.

Partners closely with operations, technology, and analytics teams to support high-priority programs and change initiatives.

May lead a small team or serve as a senior individual contributor responsible for driving transformation within key service domains.

Minimum Education: Bachelor's degree in Business Administration, Engineering, Mathematics/Statistics, Computer Science, or a related quantitative discipline.

Minimum Experience: 6 years of experience in a directly related position

Work Location: This is a hybrid position located in Memphis, TN or Pittsburgh, PA. Candidates must live within 50 miles of the campus location. Employees will be required to work at the FedEx campus location several times per week.

Relocation assistance is available based on business needs.

Preferred Qualifications:

Pay Transparency: Memphis, TN: $7,488.36/mo - $12,355.79/mo Pittsburgh, PA: $7,882.48/mo - $13,006.09/mo

Pay: Compensation Grade FEC_E27

Additional Details: