Product Experience Lead

4 weeks ago


Singapore Grab Full time

About the Role

At Grab, every Grabber is guided by The Grab Way, which emphasizes Heart, Hunger, Honour, and Humility. As the Product Experience Lead, you will join a growing team to design for users' and support agents' needs. Your understanding of user behaviors, pain points, and expectations will shape the support experience on Grab's platforms.

Responsibilities

  • Independently design products with excellent quality across problem space teams, focusing on the user experience of Grab support and agent platforms.
  • Conduct user research to inform product strategy and iteration decisions.
  • Collaborate with the product, engineering, and data teams to deliver the best support experience.
  • Work with stakeholders to deliver information architecture, user journey maps, and wireframes.
  • Plan and contribute to design validation, defining the right MVP scope.
  • Conduct desk checks of the user interface during engineering development to ensure high-quality implementation.
  • Facilitate requirements, design, implementation reviews, and critiques.
  • Research industry UX/UI trends, competitor experiences, and strategies in Support Platforms.
  • Regularly review quantitative data from analytics to inform decisions.

Requirements

  • Online portfolio with interactive samples in the Help Center, User Experience of Support, or Agent Platforms.
  • Minimum 5 years of direct experience in product design, mainly in customer support or agent platforms.
  • Excellent understanding of UX design for the web, mobile, or touch devices.
  • Good eye for visual design and hands-on experience in user interface design.
  • Experience with current design tools like Figma and ProtoPie.
  • Ability to prototype and demonstrate design concepts to stakeholders.
  • Ability to plan and lead design workshops and test design concepts.

About Grab

We are committed to building diverse teams and creating an inclusive workplace. Our mission is to create economic empowerment for the people of Southeast Asia.


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