Experience Design Lead

2 weeks ago

Singapore SINGAPORE TELECOMMUNICATIONS LIMITED Full time

This role will work with respective Product Owners, Dev Leads, and other cross functional roles, in an AGILE organisation. He/she will be accountable for the delivery of the key business outcomes from an experience and design perspective for our main journeys.

**Key Responsibilities**
- Deliver business impact by managing, designing and delivering competitive digital experiences that create value and gratification for customers and the business.
- Identify, drive, and own experience opportunities across the Singtel’s key customer journeys, informed by user and business insights and deep domain expertise.
- Implement and execute innovative, insightful, and practical design solutions and relationships for driving user acquisition, retention and engagement across Singtel’s key customer journeys.
- Support and lead experience design for innovative and strategic digital initiatives by mapping customer journeys, understanding data, and gathering insights from user research.
- Manage the productivity and careers of a team of experience designers (up to 6) to maintain Voice Survey score at above Consumer Group average.
- Drive data-driven (qualitative and quantitative) design decision making by performing A/B or multivariant testing and appropriate qualitative research (in partnership with Design Research team).
- Iteratively design, test and refine disruptive products and services. Develop materials to communicate progress to stakeholders. Manage schedules to meet aggressive deadlines and to communicate design ideas using techniques like product concepts, service models, customer journeys, industrial design, system maps.
- Improve CE and NPS score by reducing customer friction/pain points found via surveys and CEBPR.
- Degree in digital media or digital product design, UXUI design, or relevant
- Trained in Design Thinking
- Over 10 years of relevant digital experience design experience (agency/in house) with experience as team manager
- Must have launched at least 1 digital product for a consumer brand in Asia.
- Tech stack: Digital interface design, User experience (UX) design, Concept ideation and prototyping, Usability testing & A/B or multi-variant testing, Figma, Sketch app, Adobe Creative Suite
- Excellent communicator and collaborator
- High expectations of quality, accountability
- Growth mindset
- Keen interest in design and the design community
- Has an organised/systematic way of approaching problems and providing solutions

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

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