Senior Customer Experience Planning & Engineering Analyst (Hong Kong)

Permanent
Hong Kong
Posted 3 years ago

Our client, a global logistics company is looking for a Senior Customer Experience Planning and Engineering Analyst to join their Hong Kong team.
The Customer Experience Planning and Engineering (CEPE) team drives, leads and enable transformation and innovation in CE Operations through effective use of data and technology.

You will report to the CEPE Manager. You will be responsible to drive and manage various CE Strategic Projects mainly from a digital space. Other than that, you will help enable seamless integration between Ops Cos by participating in key Integration Projects for our client.

To drive and manage various CE Strategic Projects mainly from a digital space. Other than that, you will help enable seamless integration between Ops Cos by participating in key Integration Projects for the company. You will also need to drive consistent high service quality performance.

Project Management and Support

  • Act as the PM for Key CE Strategic Projects by leveraging the company’s methodology
  • Act as Regional Support Person for APAC for Salesforce and Telephony platform.
  • Perform Salesforce User administration, light configuration and act as escalation point past
    regional helpdesk for incidents and issues
  • 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
  • Identify risks and impediments and develop mitigation strategies
  • Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
  • Participate and coordinate testing including user acceptance testing for end users
  • Keep divisional stakeholders informed of program progress
  • Work with divisional stakeholders to execute change management activities including
    learning development and delivery

Vendor Engagement / Management

  • Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC)
    arrangements.
  • Manage vendor expectation on requirements, delivery timelines and quality of work
  • Work with divisional teams to perform on-boarding of vendors
  • Arrange workshops and demos for internal stakeholders
  • Ensure that vendors are treated fairly and in accordance with company policies
  • Business / IT 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 mind set, 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.
  • High attention to detail.
  • Strong interpersonal skills
  • Knowledge on Cisco and Salesforce Platforms
  • 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

Job Features

Job CategoryProgram and Project Management, Sales
Job TypePermanent
Salary / Hourly RateAttractive
Start DateImmediately

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