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:
Technical Developments, Project management, Capital project execution, Engineering disciplines
Skills:
project management, freight management systems
Skills:
Data Architecture, Sql, Python, Etl, ELT, data models, data pipelines, orchestration tools, cloud platforms, Batch Processing
Skills:
Fraud Investigations, assessment of internal controls, data analysis tools, Forensic Accounting, financial statement analysis, bribery and corruption reviews, identification of anomalies in accounting records, Accounting Standards, Regulatory Requirements, transaction testing, auditing, asset tracing, Report Writing, project management, Spreadsheets
Skills:
accounting system , Microsoft Excel, Microsoft Office, Credit control procedures, Taxation application, Financial record-keeping, Brevet AB