Customer Experience Planning & Engineering Specialist/Customer Experience Planning & Engineering Specialist-Senior
What can you expect as a FedEx team member?
- Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
- Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
Key Responsibilities
The ideal candidate must have good understanding of technology, cloud data management and data sciences within a fast moving, large scale, and agile environment. The person must have strong capability in analytical concepts including, but not limited to, data mining, data engineering, data quality, machine learning, mathematical modelling, and predictive modelling. A broad analytical application skill with a variety of platforms, background in mathematics and statistical analysis is highly desirable and experience in Contact center systems and data definitions will be an advantage.
Provides technical expertise and delivers analysis, interpretation, and application of complex information in order to influence optimal business decisions.
Stakeholder Engagement:
Participate with added value in meetings and engagements with key stakeholders (e.g., CE Managers, CE P&E analysts, and a wider CE services team).
What You’ll Need to Succeed:
Proven working knowledge of large and complex dataset governance, data engineering, specialized in Oracle SQL Developer, MS SQL Management Studio.
Technical expertise regarding data models, database design development, data mining and segmentation techniques.
Strong knowledge of and experience with reporting packages (Business Objects etc), databases (SQL etc), programming (XML, JavaScript, or ETL frameworks).
Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc).
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Have a good understanding of Contact Centre concepts and metrics including Contact centre efficiency and productivity metrics as well as customer service levels.
Excellent written and verbal English communication skills, able to work with various levels in the organization.
Able to present business insights in a structured, data-driven manner, and simplifying complex concepts for non-technical public.
Vendor Engagement / Management
Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
Manage vendor expectation on requirements, delivery timelines and quality of work.
Work with divisional teams to perform on-boarding of vendors.
Uphold integrity in treating vendors fairly and in accordance with FedEx policies.
Education
BA/BS degree in Mathematics, Economics, Computer Science, Information Management, Statistics, Business Analytics or Business Information Systems.
Minimum Requirement
At least 5 years of experience in data and reporting including data governance, data science, data maturity, BI reporting and data analysis.
5 years of data engineering experience, specialized in Oracle SQL Developer, MS SQL Management Studio.
2 years of Power BI dashboard development, have experience in data science analysis.
Cloud-based solution architecture experience (AWS/Azure/GCP), Azure is preferred.
Strong experience and passion in identifying trends, solving problems and recommend business priorities via Business Modeling to develop robust business solutions.
Detailed understanding of contact center metrics and relational impacts.
Technical understanding and experience with call center tools, telephony systems and contact management center systems (Cisco IPCC, Workforce Management system).
Advanced Excel (formulas, Pivot Tables, Charting/Visualizations, Reporting, and Dashboard building, and VBA).
It is advantage if you have:
Good technical exposure to R programming, Python, SQL (simple and complex queries), BI tool, Predictive Modeling, Data Visualization tool, Big Data frameworks (Hadoop, Hive, Vertica, or similar).
Knowledge of statistics and experience using statistical packages for analyzing datasets and Data Modeling (ETL, SPSS, SAS, R, Python).
Job Posting End Date:
2025-07-26Similar Jobs
What We Do
FedEx connects people and possibilities through our worldwide portfolio of shipping, transportation, e-commerce and business services. We offer integrated business applications through our collaboratively managed operating companies — collectively delivering extraordinary service to our customers — using the expertise and reliability represented by the FedEx brand. Our people are the foundation of our success, and FedEx has consistently ranked among the world’s most admired and trusted employers. We inspire our global workforce of more than 575,000 employees to remain absolutely, positively focused on safety, the highest ethical and professional standards, and the needs of their customers and communities. We owe our success as an industry leader to the more than 500,000 global team members who deliver exceptional customer service experiences day-in and day-out. Want to be part of this dynamic team?
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