Customer Experience Planning & Engineering Specialist

FedEx; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

FedEx in India seeks a quality assurance and process excellence professional to drive audits, coaching, and process optimization across operations. You will analyze controls, ensure compliance, and push performance improvements for FCR, CSAT, and NPS.

The role collaborates with cross-functional teams, supports customer experience initiatives, and develops reports and presentations to communicate insights to stakeholders.

Qualifications

• Strong background in quality assurance, process excellence, L&D, and performance improvement.
• Proficiency in audit controls, governance management and risk mitigation strategies.
• Experience in customer experience quality assurance auditing and improving satisfaction.
• Excellent reporting, tracking, and presentation skills for stakeholders.

Responsibilities

• Drive quality assurance audits and coaching on processes to ensure best in class interaction quality.
• Optimize processes and workflows to enhance operational efficiency and effectiveness.
• Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.
• Identify areas for performance improvement and drive results on FCR, CSAT & NPS.
• Support customer experience product management efforts to enhance satisfaction and loyalty.
• Develop comprehensive reports, track KPIs, and present insights to stakeholders.
• Collaborate with cross-functional teams to implement transformation projects.

Skills

Quality Assurance

Process Improvement

Auditing

Coaching

Governance

Risk Mitigation

Reporting

Project Management

Job description

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 consolidate 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

Key Responsibilities:

1. Drive quality assurance audits and coaching on processes to ensure best in class interaction quality.

2. Optimize processes and workflows to enhance operational efficiency and effectiveness.

3. Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.

4. Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.

5. Support customer experience product management efforts to enhance satisfaction and loyalty.

6. Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.

7. Collaborate with cross-functional teams to implement transformation projects successfully.

You will be a great fit if you have the below:

Strong background in quality assurance, process excellence,L&D, and performance improvement. Proficiency in audit controls, Coaching, governance management, and risk mitigation strategies. Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail. Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders. Ability to work collaboratively in a team environment and drive change within the organization.

Analytical Skills; Planning & Organizing Skills, Presentation Skills; Problem solving skills; Project Management Skills

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.