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:
google sheets , Sql, Advanced Excel, Powerpoint, Project management, Structured problem-solving
Skills:
Excel, Interpersonal Skills, Ms Word, Customer service, Customs brokerage, Foreign trade customs knowledge
Skills:
Customer Focus, project management, confidentiality management, risk management, Regulatory Compliance, Stakeholder Management, budget oversight, contract modification
Skills:
Clinical project management, budget negotiation, Issue resolution
Skills:
Decision-making, Leadership, Organizational Ability, Interpersonal Skills, Multi-project management, Adaptability, Prioritization, Marketing