Manager Customer Experience Planning & Engineering

Description

Strategy & Transformation, CE Strategy & Governance, Performance & Process Excellence; CE Planning & Engineering; KPI & Target Setting; Traffic Management; Performance & Scorecard Reporting; Tool Configuration & Selection; Data Science & Insights; Tracking & Analysis; Performance Trend Analysis & Recommendation; Project Portfolio maintenance & demand management, Business Case development, Project management, Cross function alignment, VOC analysis & continuous improvement, IT Tool Selection & Configuration, Vendor Management, Change Management, Technology transformation & escalation support, Customer value proposition design & governance, Customer data governance & insight, Regional daily uplift escalation request administration and prioritization, Rewards & recognition design, Knowledge Management & Communications design, Quality Management Program design

Grade : 15

 "Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date"

We are seeking multiple Transformation Specialists with key expertise in quality assurance, process excellence, audit controls, governance management, performance improvement, and customer experience product management support. Candidates must possess top-notch reporting, tracking, and presentation skills.

Key Responsibilities:

1. Drive quality assurance audits to ensure best in class interaction quality.

2. Optimize processes and workflows to enhance operational efficiency and effectiveness.

3. Analyze audit controls and governance frameworks to ensure compliance and risk mitigation.

4. Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.

5. Support customer experience product management efforts to enhance satisfaction and loyalty.

6. Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.

7. Collaborate with cross-functional teams to implement transformation projects successfully.

Required Skills and Qualifications:

1. Strong background in quality assurance, process excellence, and performance improvement.

2. Proficiency in audit controls, governance management, and risk mitigation strategies.

3. Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail.

4. Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders.

5. Ability to work collaboratively in a team environment and drive change within the organization.

To provide advice and guidance at regional/divisional level and effectively manage a team of professionals and/or subject matter experts. Responsibilities may include interfacing with Corporate level management.

Analytical Skills; Influencing & Persuasion Skills; Leadership Skills; Presentation Skills; Problem Solving Skills

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.