MY0213: Customer Experience P&E Specialist

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 may be 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.