Cust Exp P&E Analyst-Snr
FedEx
Hong Kong, HK
3d ago

Company : FedEx Express APAC

Job Title :

Job Requisition Number : RC460445

Locations : Hong Kong, Hong Kong

Hong Kong, Hong Kong

Category : Customer Experience

Time Type : Full Time

Job Type : Regular

Job Posting End Date : 2022-06-12

This person 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 Projects mainly from a PMO role.

Other than that, you will help enable seamless integration between Ops Cos by participating in key Integration Projects for FedEx.

You will also need 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.

  • Business / IT degree or equivalent are desirable. Post-graduate degree preferred but not necessary
  • At least five (5) years’ experience in project management, process re-design, improvement and user experience design.
  • Advanced language skills in English : Listening, Writing, Reading, Speaking
  • Change Management mind set, preferably together with past experience
  • Areas of Responsibilities

    Program Management

  • Coordinate discovery / assessment workshops and onsite visits with stakeholders
  • Participate in the development of the program Vision and Roadmap
  • Be the voice of the program in the division
  • Keep divisional stakeholders informed of program progress
  • Project Management

  • Act as the PM for Key CE Strategic Projects by leveraging the FedEx QDM methodology
  • Identify risks and impediments and develop mitigation strategies
  • Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
  • Participate and coordinate testing including user acceptance testing for end users
  • Keep divisional stakeholders informed of project progress and health
  • Work with divisional stakeholders to execute change management activities including learning development and delivery
  • Vendor Engagement / Management

  • Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
  • Manage vendor expectation on requirements, delivery timelines and quality of work
  • Work with divisional teams to perform on-boarding of vendors
  • Arrange workshops and demos for internal stakeholders
  • Sure that vendors are treated fairly and in accordance with FedEx policies
  • Skills & Experience

  • Desire to take ownership of knowledge management for APAC Customer Experience
  • Strong customer service, negotiation and resolution skills.
  • Able to prioritize workload and meet deadlines.
  • High attention to detail.
  • Strong interpersonal skills
  • Knowledge on modern / next Gen Telephony and CRM Platforms is a plus
  • Proven experience working with remote teams, experience in Regional Team is a plus
  • Cross-functional Project Management experience, preferably in a leading position
  • Strong stakeholder communication skills
  • Open minded for new ways of working and new technology
  • Ability to travel to Europe and / or US in case needed
  • Ability to adapt and help others to adapt to rapid changes
  • Strong business knowledge at FedEx CE on Case Management
  • TNT CE Case Management knowledge is a plus
  • System, People and Process Integration experience is a plus Areas of Responsibilities
  • Program Management

  • Coordinate discovery / assessment workshops and onsite visits with stakeholders
  • Participate in the development of the program Vision and Roadmap
  • Be the voice of the program in the division
  • Keep divisional stakeholders informed of program progress
  • Project Management
  • Act as the PM for Key CE Strategic Projects by leveraging the FedEx QDM methodology
  • Identify risks and impediments and develop mitigation strategies
  • Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
  • Participate and coordinate testing including user acceptance testing for end users
  • Keep divisional stakeholders informed of project progress and health
  • Work with divisional stakeholders to execute change management activities including learning development and delivery
  • Vendor Engagement / Management

  • Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
  • Manage vendor expectation on requirements, delivery timelines and quality of work
  • Work with divisional teams to perform on-boarding of vendors
  • Arrange workshops and demos for internal stakeholders
  • Sure that vendors are treated fairly and in accordance with FedEx policies
  • Minimum Requirements
  • Business / IT degree or equivalent are desirable. Post-graduate degree preferred but not necessary
  • At least five (5) years’ experience in project management, process re-design, improvement and user experience design.
  • Advanced language skills in English : Listening, Writing, Reading, Speaking
  • Change Management mind set, preferably together with past experience
  • Skills & Experience
  • Desire to take ownership of knowledge management for APAC Customer Experience
  • Strong customer service, negotiation and resolution skills.
  • Able to prioritize workload and meet deadlines.
  • High attention to detail.
  • Strong interpersonal skills
  • Knowledge on modern / next Gen Telephony and CRM Platforms is a plus
  • Proven experience working with remote teams, experience in Regional Team is a plus
  • Cross-functional Project Management experience, preferably in a leading position
  • Strong stakeholder communication skills
  • Open minded for new ways of working and new technology
  • Ability to travel to Europe and / or US in case needed
  • Ability to adapt and help others to adapt to rapid changes
  • Strong business knowledge at FedEx CE on Case Management
  • TNT CE Case Management knowledge is a plus
  • System, People and Process Integration experience is a plus
  • At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions.

    Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work.

    Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve.

    We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change.

    FedEx is an equal opportunity / affirmative action employer (minorities / females / disability / veterans) committed to a diverse workforce.

    What can you expect as a FedEx team member?

  • Career Mobility and Development : When you join FedEx, you’re joining a team with possibilities that literally span the world from opportunities for advancement and location transfer, to training and leadership programs.
  • Total Compensation and Benefits Package : We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
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