Customer Experience Planning & Engineering Specialist/Customer Experience Planning & Engineerin[...]

FedEx Group; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading logistics company seeks a data engineer to manage data governance and engineering within a complex, tech-driven environment. The successful candidate will leverage their expertise in SQL and data science to influence business decisions while engaging with key stakeholders and vendors. Strong analytical capabilities and solid experience with cloud solutions are essential for this role.

Qualifications

• 5 years in data engineering, with expertise in Oracle SQL Developer, MS SQL Management Studio.
• Experience with Power BI dashboard development and data science analysis.
• Strong analytical skills and knowledge of large datasets governance.

Responsibilities

• Engage with stakeholders and provide analysis to influence business decisions.
• Manage vendor expectations and onboard vendors in alignment with policies.
• Support internal and external audits and continuous improvement initiatives.

Skills

Data governance

Data engineering

Analytical skills

Data mining

Data quality

Machine learning

Statistical analysis

Communication

Problem solving

Trend identification

Education

BA/BS degree in Mathematics, Computer Science, or related fields

Tools

Oracle SQL Developer

MS SQL Management Studio

Power BI

Excel

SPSS

SAS

AWS

Azure

GCP

Job description

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 of training framework (e.g., content, development needs, learning journey), knowledge management & communications design and implementation, performance & process excellence, quality assurance & support, quality management program, performance & scorecard reporting, trend analysis & recommendations, business case development, project prioritization, IT tool selection & configuration, technology transformation & escalation support, tool configuration & selection, customer data governance & insights, daily/weekly service monitoring, data science & insights, forecast & scheduling execution, forecast accuracy & variation impact analysis, real-time analysis, workforce management, business intelligence & analytics, consolidation and prioritization of daily uplift escalation requests support, escalation 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 business plan), initiating 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 at the local level, root cause analysis & continuous improvement, sub-regional alignment with sales on PCC customer enrollment/delisting, support for internal & external audits, support for Level 1 backend infrastructure, SOP development & best practices sharing, stakeholder and local process alignment for continuous improvement initiatives, support for UAT, tracking & analysis, traffic management.

Key Responsibilities

The ideal candidate must have a good understanding of technology, cloud data management, and data sciences within a fast-moving, large-scale, and agile environment. Strong capabilities in analytical concepts including data mining, data engineering, data quality, machine learning, mathematical modeling, and predictive modeling are essential. Experience with various platforms, a background in mathematics and statistical analysis, and familiarity with contact center systems and data definitions are highly desirable.

• Provides technical expertise and delivers analysis, interpretation, and application of complex information to influence business decisions.

Stakeholder Engagement:

• Participates with added value in meetings and engagements with key stakeholders (e.g., CE Managers, CE P&E analysts, and wider CE services team).

What You’ll Need to Succeed:

• Proven knowledge of large and complex dataset governance, data engineering, with expertise in Oracle SQL Developer, MS SQL Management Studio.

• Technical expertise in data models, database design, data mining, and segmentation techniques.

• Strong knowledge of reporting packages (Business Objects, etc.), databases (SQL, etc.), programming (XML, JavaScript, ETL frameworks).

• Knowledge of statistics and experience with statistical packages (Excel, SPSS, SAS, etc.).

• Strong analytical skills with attention to detail and accuracy.

• Understanding of contact center concepts and metrics, including efficiency, productivity, and customer service levels.

• Excellent written and verbal English communication skills, with ability to work across organizational levels.

• Ability to present insights in a structured, data-driven manner, simplifying complex concepts for non-technical audiences.

Vendor Engagement / Management

• Engages with vendors and stakeholders for proof-of-concept arrangements.

• Manages vendor expectations regarding requirements, timelines, and quality.

• Supports onboarding of vendors and ensures fair treatment in line with policies.

Education

• BA/BS degree in relevant fields such as Mathematics, Economics, Computer Science, Information Management, Statistics, Business Analytics, or Business Information Systems.

Minimum Requirements

• At least 5 years of experience in data and reporting, including governance, data science, BI reporting, and analysis.

• 5 years in data engineering, with expertise in Oracle SQL Developer, MS SQL Management Studio.

• 2 years of Power BI dashboard development and data science analysis experience.

• Cloud solution architecture experience (AWS/Azure/GCP), with Azure preferred.

• Strong skills in trend identification, problem solving, and business modeling for solutions development.

• Knowledge of contact center metrics, tools, telephony systems, and contact management systems (Cisco IPCC, Workforce Management systems).

• Advanced Excel skills (formulas, pivot tables, visualizations, VBA).

It is an advantage if you also have experience with R, Python, big data frameworks, and additional statistical and data modeling tools.

FedEx is committed to diversity and equal opportunity employment, welcoming applicants regardless of age, race, gender, or other protected characteristics.