Lead, Customer Experiences Strategy (SPX Express)

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. 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