Customer Experience Planning & Engineering Specialist

The P&E Professional will support operational excellence by driving quality governance, learning & development, training effectiveness, process improvement, and project execution. The role requires strong analytical capability, structured problem-solving, and critical thinking to ensure consistent performance, scalability, and continuous improvement across operations.
This opportunity is for a Grade 11 position and is specifically aligned to a permanent night shift role.
Quality Audits & Governance

• Conduct regular quality audits to ensure adherence to defined processes, policies, and performance standards.
• Analyze audit outcomes to identify trends, gaps, and risk areas, and recommend corrective and preventive actions.
• Partner with Operations and stakeholders to implement quality improvement initiatives and track effectiveness.
  

Learning & Development (L&D)

• Support the design and execution of learning and development programs aligned with business and operational needs.
• Identify skill gaps through performance data, audits, and stakeholder feedback, and propose targeted L&D interventions.
• Measure training effectiveness using predefined metrics and drive continuous enhancement.
  

Training & Onboarding of New Hires

• Plan and deliver training programs for new hires, ensuring readiness for live operations.
• Coordinate with Operations, Quality, and SMEs to maintain training content accuracy and relevance.
• Provide post-training support and analysis to improve time-to-proficiency and reduce early-life defects.
  

Process Improvement

• Identify opportunities for process optimization and standardization using data-driven analysis.

• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
• Develop and maintain SOPs, process documentation, and best practices.
  

Project Management

• Support and manage cross-functional projects, including hiring programs, transitions, and strategic initiatives.
• Define project scope, timelines, deliverables, risks, and dependencies.
• Track progress, ensure stakeholder alignment, and provide regular status updates.
  

Problem Solving & Critical Thinking

• Apply structured problem-solving methodologies to address operational and performance challenges.
• Analyze complex data sets to derive insights and recommend actionable solutions.
• Demonstrate strong critical thinking in evaluating options, risks, and trade-offs.
  

Data Analytics & Insights

• Perform data analysis on operational, quality, and training performance metrics to identify trends, patterns, and improvement opportunities.
• Generate data-driven insights to support decision-making and business strategy.
• Design and maintain dashboards and reports to provide visibility into key performance indicators (KPIs).
• Translate complex datasets into actionable recommendations for stakeholders.
  

Data Visualization

• Develop intuitive data visualizations (dashboards, charts, presentations) using tools such as Excel, Power BI, or similar platforms.
• Present insights in a clear and impactful manner to leadership and cross-functional teams.

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• Ensure consistent and standardized reporting frameworks across projects.
  

You will be a great fit if you

• Solid understanding of quality frameworks, L&D methodologies, and operational processes
• Strong expertise in data analytics, reporting, and visualization tools (e.g., Excel, Power BI)
• Excellent analytical thinking, problem-solving, and critical reasoning skills
• Experience in project management and cross-functional stakeholder management
• Strong communication and data storytelling abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong understanding of quality frameworks, training methodologies, and operational processes
• Excellent analytical, problem-solving, and critical thinking skills
• Proven experience in project management and stakeholder coordination
• Strong communication and presentation skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
  

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 worlds largest express transportation companies and has consistently been selected as one of the top 10 Worlds 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 1970s. 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 todays global marketplace.