Senior Associate, Rider Experience & Insight - SPX Express

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