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Senior Customer Experience Planning & Engineering Analyst (1-Year Contract)FedEx Express
Senior Customer Experience Planning & Engineering Analyst (1-Year Contract)FedEx Express
Job Highlights
  • Support the strategic planning in APAC
  • 5 years experience in Project Management
  • Bachelor’s Degree in Business Administration
Job Description

Work Location: Cyberport Office

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 will be providing project management, engineering & analytical support for APAC Care Centers in pursue of FedEx’s ambition to improve customer and employee experience. Your deliverables will contribute to FedEx’s delivery of superior customer experience.


  • Support the strategic planning & implementation of global & regional projects/initiatives in APAC Care Centers with the objectives to improve productivity, enhance customer experience & integrate care centers
  • Project Management support including: projects tracking & status update, identify business issues/risks & decisions require, preparation of presentation materials for management update.
  • Provide Engineering & Analytical support for care center planning and integration including Process Improvement and Standardization, Business Cases Analysis, Forecasting & Planning (Translating the Business Plan), KPI & Target Setting, Performance Reporting.
  • Recommend solutions for process improvement based on customer VOC & quantitative analysis
  • Cross functional alignment and evaluate the Customer Experience impact on the project/initiatives in other functions.


  • Education: Bachelor's degree in Business Administration, Engineering, Computer Science, Operations Research or related discipline.
  • Experience: Minimum Five (5) years of working experience in Project Management / Process Improvement/Business Analyst. Candidate with lesser experience with consider as Customer Experience Planning & Engineering Analyst
  • Excellent skill in Excel, Word and PowerPoint, VISIO, VBA Macro, SQL
  • Possess strong analytical, project management, presentation, communication and negotiation skills with good business knowledge
  • Able to analyze and resolve problems, issues and concerns related to assigned projects and ensure the projects are executed efficiently, effectively and on-time
  • Attends to details and straight adherence to business rules and timeline
  • Able to work independently, good attitude, responsible and eager to learn
  • Able to work in teams and possesses strong communication skills, in order to work with business representatives and verify that business needs are met
  • Proven experience working with remote teams
  • Fluency in English & Mandarin verbal and written


Candidates with less experience will be considered for the role of Customer Experience Planning & Engineering Analyst.

Join FedEx and you'll be rewarded with an excellent remuneration package including one month's performance bonus, medical and dental benefits, life insurance and annual leave.

If you are interested in joining us, please send us your application letter and resume including expected salary in a sealed envelope with marking "CONFIDENTIAL" and attention to:

The Human Resources Services Department, Federal Express (Hong Kong) Limited 27/F, Nanyang Plaza, 57 Hung To Road, Kwun Tong, Kowloon (please quote the Ref. No. on the envelope and letter)

All information provided by applicants will be treated in strict confidence and used only for recruitment purpose in accordance with the employer's personal data policies. A copy of Personal Information Collection Statement (PICS) will be provided upon request. Please write to Human Resources Department. Applicants who are not invited to an interview within four weeks may consider their applications unsuccessful. All personal data of unsuccessful applicants will be destroyed after two years.

Additional Information
Years of Experience
5 years
Employment Type
Contract, Full Time
Dental insurance, Five-day work week, Free shuttle bus, Life insurance, Medical insurance
Company details

It’s more than just lip service when we say we live to deliver. We are one of the World’s Most Admired Companies ranked by Fortune magazine in 2018 because of our commitments to service, people and communities that reflect our priorities of becoming the best company to work for and enhancing the quality of life wherever we are. Our numerous and varied employee reward programs encourage staff excellence, so no matter what role you play in our organization, we’ll lead your career in the right direction.