MY0213: Customer Experience Planning & Engineering Specialist

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.

About the Job
FedEx Express is one of the world's largest express transportation companies and is providing fast and reliable delivery to more than 220 countries. FedEx has consistently been selected as one of the world's top 500 companies and the World’s Most Admired Companies by "Fortune" magazine.

You will be part of the core team to foster FedEx’s Customer Experience Planning and Engineering (CEPE) capabilities for the Asia Pacific region. The CEPE team drives, leads and enable transformation, best-in-class performance and innovation in CE Operations through effective use of data and technology to achieve APAC strategies and growth ambitions.

Reporting to the CEPE Manager, you are responsible to drive and manage various CE Strategic & Integration Projects, mainly from a PMO role to support CE Operations to drive consistent high service quality performance. Your deliverables will contribute to FedEx’s delivery of superior customer experience in the Contact Centres in Asia Pacific thorough the success of the delivery of CE Strategic Transformation and Integration Projects.

Areas of Responsibilities

• Support the overall strategic planning, development and implementation of global & regional projects/initiatives in APAC customer experience organization with the objectives to improve productivity, drive service excellence & facilitate business growth.
• Act as the project manager to plan and lead implementation of projects with cross-functional teams and ensure structured project planning, development and delivery throughout the project development life cycle, and be accountable for the overall success of the project. 
• Work closely and collaborate with various teams across region and headquarters to ensure the alignment with right business approach and assumption are applied to the Customer Experience / Digital Transformation projects.
• Liaise with various departments (Marketing, Corporate Communications, Brands, & Legal) on developing and executing the project related change management/communications plan.
• Define evaluation metrics to measure the performance and success of the project.
• Work with BI team to develop report / dashboard to visualize the KPI.
• Identify risks and impediments and develop mitigation strategies.
• Progress update to executive management of key stakeholders.
• Be able to apply appropriate assessment methodologies and tools (qualitative & quantitative) to identify improvement opportunities from external and internal VOC to drive process efficiency and service excellence.
• Support the development of divisional CE strategy and to develop, deploy and monitor processes and procedures to ensure global/regional consistency and high standard of CE Operations performance.

Minimum Requirements

• Bachelor degree is required. Post-graduate degree preferred but not necessary.
• At least three (3) years’ experience in driving process improvement, including strategy & operation solutions design, and project / change management. 
• Change Management mindset, able to prioritize workload and meet deadlines, attention to detail, strong business and numerical sense.
• Strong experience in data driven process design and ideally in a Contact Center Context is a plus.
• Hands-on E2E experience in data analysis & insight presentation (from data extraction from database to presenting in right format to key stakeholders) is highly desirable. 

Job Posting End Date: