Customer Experience Transformation Specialist

1 day ago

Singapore S&P Global Full time
About the Role:
At S&P Global, we are seeking a skilled Customer Experience Transformation Specialist to join our team in Singapore. This role is an exciting opportunity for a talented individual to shape and create exceptional experiences for our customers, using user-centered design methods and a data-driven approach.

The ideal candidate will have proven expertise in journey mapping, service blueprinting, and human-centered design, as well as previous experience in UX or CX Design roles. A strong analytical and empathetic skillset, with the ability to capture and visualize complex journey nuances, is also essential. In this role, you will work closely with cross-functional teams to ensure journey designs are actionable, identifying areas for process improvement and innovation.

Responsibilities:
  • Design and present comprehensive journey maps, partnering with the Customer Intelligence team to conduct user research.
  • Collaborate with the wider CX organization to understand objectives and align journey designs with organizational CX Design principles.
  • Utilize service blueprinting techniques to visualize front-end and back-end processes underlying each customer journey.
  • Conduct regular workshops with user groups and stakeholders to gather insights, validate journey maps, and identify opportunities for improvement.

What We're Looking For:
We are looking for a highly motivated and experienced professional who can bring their skills and expertise to this challenging role. The successful candidate will have a genuine passion for crafting intricate and detailed journey maps that offer clear insights and actionable recommendations. A bachelor's degree in a relevant field, such as design or business, is required, along with 3+ years of experience in designing, documenting, refining, and presenting detailed customer journeys.

Benefits:
S&P Global offers a competitive salary and benefits package, including health and wellness programs, flexible downtime, continuous learning opportunities, and investment in your future through retirement planning and financial wellness programs. Additionally, we provide family-friendly perks, beyond the basics, such as retail discounts and referral incentive awards. Our commitment to diversity, equity, and inclusion ensures that our people are empowered to bring their whole selves to work, creating a culture of belonging and respect.

About S&P Global:
We are a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. As the world's foremost provider of credit ratings, benchmarks, analytics, and workflow solutions, we help companies, governments, and individuals make informed decisions about the road ahead. With a global workforce of over 35,000, we strive to better reflect and serve the communities in which we live and work, advocating for greater opportunity for all.

Salary:
This role comes with a competitive annual salary of approximately $120,000 SGD, reflecting the company's commitment to offering attractive compensation packages to its employees.

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