Job Description
DigiExpress is a forward-thinking logistic company dedicated to pushing the boundaries of technology. We are looking for a professional and dedicated customer experience supervisor to analyze the whole customer’s/courier’s journey including the first-mile, mid-mile, and last-mile services, and correlate these data with input KPIs and the users' behavior to ensure the world-class customer experience is establishing and raising any founded gaps to related stakeholders, suggest the required action/project to them and follow their delivery and assessment. Understand the CX (Customer Experience) and business KPIs and their trend so be able to predict the future in the market.
Responsibilities
- Analyzing reports and other function data proposing and initiating projects based on them and defining the related KPIs.
- Constant monitoring of impact points on the business side.
- Proactive approach in recognizing customer/courier experience gaps and efficient communication to increase a sense of urgency among stakeholders such as product & operation teams and support the business team to address the gaps.
- Define and run the proper research including the survey, and interview, …. to collect the qualitative and quantitative data.
- Feed the required data for designing strategies to keep the customer/courier experience up to date, on track or make the growth trend.
Requirements:
- Bachelor’s degree or Master’s degree in Management, Industrial Engineering, Marketing, Computer Science, etc.
- 5+ years of relevant work experience.
- Excellent communication and presentation skills with teams and stakeholders in a collaborative, cross-functional environment.
- High efficiency working with Excel, PowerPoint, and data sets.
- Project Planning and controlling.
- Knowledge about business process management.
- Customer experience or marketing and logistics experience is a plus.
- Skills in project management are a plus.
