1. Project Management

Evaluate new features, policy changes, and SOP rollouts from the rider's perspective.
Conduct hands-on trials, rider interviews, and usability testing to simulate real-world rider experience.
Work closely with relevant stakeholders to provide actionable feedback and recommend adjustments to enhance usability and adoption.
Ensure alignment across teams to maintain a consistent and supportive experience for riders.
Support the development of rider-facing communication and training to ensure smooth implementation of new changes.

2. Research & Insight

Conduct both qualitative and quantitative methods to uncover deep insights into Rider behaviors, motivations, and pain points throughout their journey.
Design and manage Rider surveys, interviews, field visits, and structured feedback loops.
Synthesize findings into actionable insights that guide strategic decisions and service improvement initiatives.
Benchmark against market practices and competitive experiences to identify innovation opportunities.

3. Driven Analytics & Performance Intelligence

Analyze Rider data (e.g. performance trends, satisfaction, retention, issue logs) to identify patterns, gaps, and opportunities.
Build intuitive dashboards and reports to support monitoring and decision-making across teams.
Translate insights into actionable initiatives that drive experience improvements and operational effectiveness.
Collaborate with data/BI teams to ensure data accuracy, availability, and business relevance.
Deliver clear reports, presentations, and dashboards highlighting rider experience metrics and improvement opportunities.

Bachelor's degree with minimum 3 years of experience in user experience, logistic, ecommerce, market research or related field.
Strong analytical skills with proficiency in both qualitative and quantitative analysis.
Proficient in Microsoft Excel and PowerPoint familiarity with data visualization tools is a plus.
Excellent communication and stakeholder management skills.
Experience in logistics, delivery, and e-commerce is preferred.
Good English communication skills (verbal and written)

Growth Senior Senior Associate - Program & Marketing, SPX Express

Senior Associate, Rider Experience & Insight - SPX Express