Lead, Customer Experiences Strategy (SPX Express)

About the team

The lead will be responsible to drive key Customer experience & Quality assurance projects and managing data workflows to improve compliance, efficiency, and audit accuracy across SPX operations. This role combines project management, stakeholder coordination, and data analysis to ensure smooth execution of Buyer Experience/ Seller Experience/ Driver Compliance initiatives and to provide actionable insights to leadership.

What you'll do

• 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