MY0213: Customer Experience Planning & Engineering Specialist

Description

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. 

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.