Descrição da Função

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)