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Senior Associate, Rider Experience & Insight - SPX Express

spx express
3-5 Years
Vietnam, Ho Chi Minh
  • Posted 2 months ago
  • Be among the first 10 applicants

Job Description

Job Description

  • 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.
  • 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.
  • 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.

Requirements

  • 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)

About Company

Job ID: 134795569

Last Updated: 18-08-2026 03:47:24 PM
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