The Customer Experience officer’s responsibilities will predominantly involve working across various internal stakeholders to design services and products for our investors and partners in order to improve the overall customer experience. The officer will predominantly support the design and conceptualisation of solutions to address gaps in the investment journey mapped from studies. At the individual product level, the officer will scope and execute product testing for validation of new products and refinement of existing ones. This will require experience in wireframing and prototyping tools.

As part of the CX team’s research offering, the officer will at times be supporting customer segment studies. This will involve the development of research briefs with EDB’s strategy groups in order to map out target customers’ needs and investment journeys.

Responsibilities

In this role, your responsibilities will include:

Service / Product Design

• Partner closely with both internal and external stakeholders to run design sprints and workshops for new service or product conceptualisation
• Conduct stakeholder mapping analysis to identify key groups / units required for development and eventual implementation of service or product
• Develop low to medium fidelity wireframes and prototypes for testing of new service or product concepts
• Assist in implementation of new service or product when necessary to ensure that customers’ needs are met
• Plan and execute concept testing sessions with customers for early prototyping

Service / Product validation and refinement

• Develop user testing brief and project timelines for product validation/refinement user studies
• Propose suitable user testing methodology for both qualitative and quantitative research methods
• Work with product managers to drive implementation of customer satisfaction measurements to assess impact of recommendations
• Develop wireframes and prototypes for digital products when required

Customer research studies

• Support the development of research briefs and project timelines for customer research studies
• Conduct interviews with recruited corporates to obtain insights and feedback
• Participate in research synthesis sessions when required

To meet the challenges of this role, you must have/be:

• Relevant Degree/Diploma in User Experience/Industrial Design/Psychology/Communications
• At least 2-4 years in relevant CX or UX/UI roles
• Is patient and empathetic, yet able to read between the lines; going beyond surface level statements made by the customer in interviews
• High sense of responsibility and ownership in problem-solving
• Familiarity on Design Research principles and methodologies
• Prior experience in UX design in digital application development lifecycle and rollouts (experience in end-to-end rollouts a plus) for systems and applications
• Ability to facilitate 1-1 or 1-many customer interview sessions comfortably
• Ability to gather business and user requirements, performance requirements analysis, and define success indicators for performance monitoring
• Ability to effectively manage stakeholders’ and their varying expectations
• Strong ability to quickly synthesise insights based on common themes or patterns in customer behaviours
• Experience with wireframing tools such as Adobe XD, Figma or Sketch
• Experience with prototyping tools such as InVision or Axure
• Excellent project management skills with the ability to leverage enablement tools like Trello
• Native proficiency in English and 1 other language a plus
• Singaporean

We regret to inform that only shortlisted candidates will be notified.