MY0213: Customer Experience P&E Specialist

Description

Regional daily uplift escalation request administration and prioritization, Rewards & recognition design, Support analysis for Point of Failure in PCC, Automation & digital tools issue resolution, Continuous improvement in training framework, Design training framework (e.g. content, development needs, learning journey, etc.), Knowledge Management & Communications design and implementation, Performance & Process Excellence, Quality Assurance & Support, Quality Management Program, Performance & Scorecard Reporting, Performance Trend Analysis & Recommendation, Business Case development, Project prioritization, IT Tool Selection & Configuration, Technology transformation & escalation support, Tool Configuration & Selection, Customer data governance & insight, Daily/ Weekly Service Monitoring, Data Science & Insights, Forecast & scheduling execution, Forecast Accuracy & Variation Impact Analysis, Real-time analysis, Workforce Management, Business Intelligence & Analytics, Consolidate and prioritize daily uplift escalation request support and escalate to CEPE if needed, Crisis & Contingency Support, Customer value proposition design & governance, Design and implementation of PPP & rewards matrix, Execution of PCC rewards & recognition, Forecasting & Planning (Translating the Business Plan), Initiate QDM projects on local issue resolution, In-market analysis, KPI & Target Setting, Local market/Sub-regional support & cross-function coordination, Local stakeholder management, Process & Policy improvement, Project Portfolio maintenance & demand management, Regional project implementation in local, Root cause analysis & continuous improvement, Sub-regional alignment with Sales on PCC customer enrolment / delisting, Support Internal & External Audits, Support Level 1 backend infrastructure, Support SOP development & best practices sharing, Support stakeholder and local process alignment for continuous improvement initiatives, Support UAT, Tracking & Analysis, Traffic Management

You will be part of the core team to foster FedEx’s Customer Experience Planning and Engineering (CEPE) capabilities for the Asia Pacific, Middle East and South Africa region (AMEA).  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 AMEA strategies and growth ambitions.  Reporting to the regional CEPE Manager, you will be helping to implement transformation projects for CE operations to support organization strategies. Your deliverables will contribute to FedEx’s delivery of superior customer experience and transformation in AMEA through effective communication means and strategic improvement initiatives.

Areas of Responsibilities

Strategic Program Management

• Lead & coordinate discovery/assessment workshops with local market stakeholders for implementation requirements and constraints.
• Participate in the development of the program Vision, Roadmap and other approval & communication materials
• Be the voice of the program in the division
• Keep divisional & other stakeholders informed of program progress
• Lead the delivery of cost & benefit analysis and approval materials for planning & execution

Project Management

• Act as the PM for Key Transformation Project implementation in local market by leveraging the FedEx QDM methodology
• Identify risks and impediments and develop mitigation strategies
• Keep divisional stakeholders informed of project progress and health
• Work with divisional stakeholders to execute change management activities including learning development and delivery
• Perform Project KPIs tracking, evaluation, analysis and identify CAP to ensure project success

Minimum Requirements

• Bachelor degree in Engineering, Program / Project Management or related discipline is required.  Post-graduate degree preferred but not necessary
• At least 5+ years’ experience in driving process improvement, including strategic & operation planning, and project / program management.
• Fluency in English (both written and spoken)
• Change Management mind set, preferably together with past experience
• Some business travel maybe required.

Skills & Experience

• Strong sense of ownership in driving the project implementation under ever-changing environment. Proactive to take up challenges and focus on delivering actionable solutions to drive project success
• Hands-on E2E experience in data analysis (from data extraction from database to actionable insights) is highly desirable.
• Excellent verbal and written communication skills, and able to articulate the right information to stakeholders with different backgrounds and styles
• Previous experience working with remote teams or working in Regional Team is a plus
• Professional qualifications in Agility / project / program management / Lean / Six Sigma is a plus but not mandatory.
• Able to prioritize workload and meet deadlines.
• Attention to details, strong business and numerical sense
• Strong customer service, negotiation and resolution 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.