Customer Service Performance Intelligence (Data Analyst), SPX Express

spx express

Ho Chi Minh, Vietnam

3-5 Years

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Job Description

Job Description

As the Customer Service - Performance Management, you will support the line manager in managing department performance and leading initiatives to enhance customer service across complex environments. Your responsibilities will be distributed as follows:

Performance Intelligence

Analyze customer service and logistics performance (e.g. contact rate, SLA, order lead time, backlog, lost & compensation) to identify patterns, gaps, and opportunities
Translate findings into clear business insights, problem statements, and recommendations that support service quality & efficiency
Build and maintain dashboards and reports to track performance & priority KPIs, support monitoring and decision-making across teams that drive operational effectiveness & business processes
Collaborate with BI teams to ensure data accuracy, availability, and business relevance

Operational Excellence And Innovation

Support and manage cross-functional improvement projects aimed at reducing customer friction, improving SLA, and increasing service efficiency
Own project execution components including scope definition, timelines, KPI tracking, risk identification, and post-implementation review
Collaborate proactively with internal teams (Ops, CX, Fin-Ops, BI&S, HR) to drive project success
Assist line Manager in assigned tasks, demonstrating adaptability to changing business needs

Requirements

At least 3 years of industry experience in Performance Management, Business Strategy, Operations Analytics, Business Intelligence, or Business Analytics with proven business impact
Demonstrated ability to connect data insights to business outcomes and operational actions
Experience working with cross-functional teams to gather requirements and define the right metrics to describe the state of the business - both on a macro-level and a micro-level
Strong analytical capabilities, dashboarding and visualization skills with a focus on usability and management relevance; experience in Python/SQL is a strong plus

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About Company

spx expressJob Source: www.linkedin.com

Job ID: 147718099

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Last Updated: 20-05-2026 04:56:20 AM

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