Lead Product Designer

**Job Description**:
**Life at Grab**

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

**Get to Know the Team**

As a Lead Product Designer on the Grab Support team, you will join a growing team to design for users' & support agents' needs by understanding their behaviors, pain points, and expectations. Based in Singapore, you will command a high level of independence and be highly motivated to collaborate with cross-functional teams on a range of problem spaces dealing with support experience for our users and agents.

**Get to Know the Role**

As a Lead Product Designer on the TI team, you will join a growing team to design for users’ needs by understanding their motivations, behaviors, and expectations. Based in Singapore, you will command a high level of independence and be highly motivated to collaborate with cross-functional teams on a range of problem spaces dealing with reducing accidents, elevating assistance and experience during incidents, and ensuring content on Grab’s platforms is safe and not harmful to others.

**The Day-to-Day Activities**:

- Independently designing products with excellent quality across problem space teams and on strategic initiatives that focus on the user experience of grab support and agent platforms.
- Go to the ground with users and agents to directly understand the pain points and opportunities to inform the product strategy and iteration decision.
- Work with the product, engineering, and data teams to provide the best support experience that is beneficial for the whole ecosystem.
- Work with other project stakeholders to deliver the information architecture, user journey map & wireframe flow.
- Work with other designers, content writers, and UX researchers to convert the wireframes into high-fidelity user interfaces.
- Plan and contribute to design validation, such as through usability testing and experiments, with a strong ability to define the right MVP scope.
- Conduct desk checks of the user interface during the engineering development phase to ensure high-quality implementation.
- Conduct & facilitate requirements, design, implementation reviews, and critiques of other people’s work to create achievable, measurable & impactful goals.
- Research and analyze industry UX/UI trends and competitor experiences & strategies in Support Platforms, including the latest technology in AI and Chatbots.
- Regular review of usage quantitative data from analytics to be triangulated with the qualitative insights that will drive the right decision.

**The Must-Haves**:

- Online portfolio with a range of interactive samples in the Help Center, User Experience of Support, or Agent Platforms.
- Minimum of 5 years of direct experience in product design, mainly in the domain of customer support or agent platforms.
- Excellent understanding of UX design for the web, mobile, or touch devices, including some internal tools.
- Good eye for visual design & hands-on experience in user interface design.
- Experience with current and relevant design tools like Figma & ProtoPie.
- Ability to prototype and demonstrate design concepts to extended stakeholders.
- Ability to plan and lead design workshops independently with multiple parties by utilizing best practices methodology in problem-solving.
- Ability to test (such as concepts or usability testing) and iterate the design with strong on-the-ground insights from users.

**Our Commitment**

We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation, and other attributes that make each Grabber unique.