Senior Associate, Rider Experience & Insight - SPX Express

Responsibilities

1. 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.

2. 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.

3. 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)