Customer Experience, Planning & Engineering Senior Specialist

Description

Join our dynamic and fast-paced team as a Customer Experience, Planning & Engineering Specialist-Senior, where you’ll play a vital role in optimizing staffing, scheduling, and real-time operations across the region. This is an exciting opportunity for individuals who thrive in high-impact roles and want to shape operational efficiency on a regional scale.

This role is based at Uptown 5 Damansara, Malaysia, and reports to the Customer Experience, Planning & Engineering Manager in Hong Kong.

Role and Responsibilities

Technology Strategy & Project Management for the Customer Experience Department

• Contribute to the strategic planning of future technology tools to align with business goals and enhance operational efficiency.

• Manage project budgets, timelines, and deliverables, ensuring initiatives are executed on time and within scope.

• Facilitate and support design thinking sessions, workshops, and stakeholder engagements to co-create solutions.

• Analyze data to uncover system issues, propose actionable solutions, and optimize existing processes.

• Develop and present compelling business cases to advocate for new technology investments or enhancements.

Vendor Management

• Collaborate with external partners to coordinate technology demos, pilot programs, and proof-of-concept initiatives.

• Define and enforce clear performance expectations to ensure timely, high-quality deliverables.

• Oversee the onboarding of vendors, including scheduling alignment sessions with internal teams.

• Ensure all vendor interactions comply with internal policies and uphold principles of fairness and transparency.

Skills Required

• Strong analytical, project management, and problem-solving capabilities.

• Experience in tech project planning, process redesign, or vendor management is a plus.

• Excellent communication and stakeholder management skills.

• Ability to navigate complex challenges with a solution-oriented mindset.

Requirements

• Five (5) years of work experience in project management and customer experience design.

• Bachelor’s degree in business administration, MIS, IT, Operations Research or related discipline. A Postgraduate is an added-value bonus.

• Certifications like PMP or PRINCE2 are preferred.

• Fluent in English; other Asian languages are a plus.

• Familiar with change management, Salesforce, and journey mapping.

Compensation Package

• Competitive Monthly Basic Salary

• Two-months guaranteed year-end bonus

• Performance based bonuses

• USD 3,000 Tuition Assistance for your personal development

• Medical check-up, vision care, and dental benefits

• Insurance Outpatient and Specialist Coverage (may include dependents)

• Employee reduced rate shipping

• Employee assistance programs for your physical and mental wellbeing

To maximize your chances of getting shortlisted with us, we would appreciate if you could indicate your expected basic salary and notice period in your CV during your application!

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.