Job ref no.: 010/19 (CT3119377-01#0019)
FedEx Express

Customer Experience Regional Lead (18-month contract)

FedEx Express

  • 5-day week
  • Dental plan
  • Insurance plan
  • Medical plan

Work location: Cyberport

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 supporting Global CaseEBS (CMOD) Project as Regional Lead for APAC in pursue of FedEx’s ambition to improve customer and employee experience. 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 the CMOD Project.

Areas of Responsibilities

Program Alignment

  • Act as the divisional lead/point of contact for the Assessment and Product Management teams
  • Remain engaged from the definition to completion of the work
  • Identify stakeholders in the division
  • Secure divisional resources in each stakeholder organization
  • Understand divisional needs for each stakeholder
  • 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

Product Management Collaboration

  • Collaborate with Product Management to help define roadmap, objective milestones, constraints and releases
  • Create alignment around vision in the respective division
  • Identify risks and impediments and develop mitigation strategies
  • Participate in PI events:  PI Planning, System Demos, Inspect & Adapt, Release Management
  • Identify and invite major stakeholders to system demos
  • Provide insights into unmet needs of customers and share with Product Management
  • Partner with Product Management to ensure program Features deliver value to divisional stakeholders/customers
  • Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
  • Ensure that Features recognize divisional regulations
  • Maintain frequent interaction with divisional stakeholders; ensure that timely feedback is obtained and provided to Product Management
  • Participate and coordinate testing including user acceptance testing for end users
  • Keep divisional stakeholders informed of program progress
  • Work with Product Management and divisional stakeholders to develop change management strategies
  • Work with divisional stakeholders to execute change management activities including learning development and delivery

Minimum Requirements

  • Marketing 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 mindset, 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 prioritise workload and meet deadlines.
  • Computer literate.
  • High attention to detail.
  • Strong interpersonal skills
  • 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
  • FedEx/TNT Integration experience is a plus

If you are interested in joining us, please send us your application letter and resume (please quote the Ref. No. on the envelope and letter) including expected salary in a sealed envelope with marking "CONFIDENTIAL" and attention to:


The Human Resources Department, Federal Express (Hong Kong) Limited
27/F, Nanyang Plaza, 57 Hung To Road, Kwun Tong, Kowloon


or email to   [via CTgoodjobs Apply Now ]   


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 the 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.

More job information
Job ref no. 010/19 (CT3119377-01#0019)
  • N/A
Job Function
  • Western District
Employment Term
  • Contract
  • Full-time
  • 5 years - 20 years or above
Career Level
  • Middle management level
  • Degree