About The Team
The Rider Excellence Department is a dedicated function at SPX Express focused on building a high-performing, service-driven, and digitally connected Rider workforce. Our mission is to improve every aspect of the Rider journeyfrom onboarding, digital experience, performance, quality control to long-term engagement and recognition.
You will be the voice behind the numbers helping SPX truly understand the needs, challenges, and motivations of Riders through on-ground research. This role plays a vital part in capturing real rider sentiment via qualitative fieldwork (interviews, observations) and structured surveys. Your work will directly inform product decisions, service improvements, and communication strategies.
Job Description
- Design and execute Rider insight projects, including qualitative interviews, field observation, and periodic quantitative surveys (e.g., NPS, Rider Effort Score).
- Conduct in-depth fieldwork: travel to Hubs across regions, observe operations, speak directly with Riders, and document behavioral insights.
- Work closely with Ops, Rider Experience, and Research teams to ensure insight collection aligns with business questions.
- Analyze and synthesize findings from interviews, transcripts, and survey data into actionable reports.
- Support the creation of recurring insight dashboards and reports (monthly/quarterly) for key internal stakeholders.
- Assist in designing survey instruments and methodologies tailored for the Rider audience.
Requirements
- Bachelor's degree in Sociology, Communications, Business, or related field.
- 3-4 years of experience in field research, user insight, or consumer behavior studies preferably in logistics, retail outlets, or FMCG.
- Experience in UX Research, Consumer Insight, Trade Marketing, or any role requiring direct field interaction.
- Strong interviewing, listening, and observation skills; comfortable with direct, informal conversation with Rider groups.
- Willingness to travel regularly for fieldwork, including regional Hub visits.
- Able to analyze both qualitative and quantitative data into clear themes and actionable recommendations.
- Experience conducting or supporting reports like NPS, CSAT, or user effort score is a strong advantage.
