Lead, Customer Experiences Strategy (SPX Express)
Job Description
Job Description:
- Lead end-to-end customer experience (CX) for buyer & seller journeys for SPX, managing a team and driving service excellence
- Own long-tail issue resolution, leveraging root cause analysis to implement scalable, cross-functional fixes
- Build and standardize SOPs, playbooks, and escalation frameworks to reduce repeat complaints
- Partner with Ops, Opex, Change teams, Product, CS, Recovery teams to resolve operational gaps, claims, disputes etc
- Deliver improvements in key metrics like NPS, SLA, Returns rate, failed delivery and Driver Quality metrics
Requirements:
- Bachelor's degree in Business, Operations, or related fields
- Minimum 5-6 years of experience in operations, data analysis, or project management
- Strong skills in GSheet/Excel and SQL
- Experience in data cleaning, root cause analysis, and translating raw data into actionable insights
- Strong project management skills: able to manage multiple initiatives simultaneously with tight timelines
- Excellent communication and stakeholder management skills, both in Thai and English
- Proactive, detail-oriented, and able to work independently
- Willingness to conduct occasional on-site visits to hubs or warehouses
More Info
Key Skills
About Company
Skills:
Performance Monitoring, Real World Evidence RWE, Clinical Supply Chain Management, Regulatory Compliance, Clinical Trial Management, Project Planning, Process Improvements, Technical Quality Assurance, Feasibility Studies, Risk Management
Skills:
google sheets , Excel, TikTok Affiliate, TikTok
Skills:
Microsoft Excel
Skills:
google sheets , Advanced Excel, Sql, Project management, Structured problem-solving, Powerpoint
Skills:
attribution , causal inference , Data Visualization, Google Analytics, Python, Firebase, Sql, Statistical Analysis, Google Ads, R, online-to-offline measurement, measurement products, geo-experiments, digital advertising metrics, incrementality, Media Analytics