Lead, Customer Experiences Strategy (SPX Express)

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...