Buyer Experience (SPX Express)

Job Description:
Lead high-impact strategic initiatives and projects related to buyer experience translate Buyer Experience healths/metrics into actionable strategic and operational initiatives that improve customer experience overtime Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications parcel conditions) and after-delivery experience i.e. Customer Service and Recovery Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement. PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent deliver...