Connecting...

Head of Design and Customer Experience

Job Title: Head of Design and Customer Experience
Contract Type: Permanent
Location: Singapore River, Singapore
Industry:
Salary: Negotiable
Reference: JN -082019-442890
Contact Name: Hafsah Hamzah
Contact Email: Hhamzah@argyllscott.sg
Job Published: August 15, 2019 10:21

Job Description

For this role, you'll work closely with a diverse group of engineers, product managers, and industry experts. And as the venture scales, you will have the opportunity to build out and manage a new high funtioning team.

This role will be based in Singapore.

Responsibilities:

  • Manage and ensure positive interactions with the company's external customers and users, ensure that a complex service delivery system always meets and exceeds customer and user needs
  • Champion user needs and ensuring those needs are filtered through all aspects of company strategy
  • Oversee the entire customer journey and service delivery from first customer contact through installation, usage and service/troubleshooting
  • Owner of product and service delivery roadmap and blueprint
  • Manage on a day-to-day basis the product, design, user research and customer support teams
  • Attract, lead and retain a team of world-class customer experience specialists including, product managers, designers, user researchers and customer support specialists
  • Design, monitor and report on key customer experience KPIs as they relate to key
    business metrics

What's required?

  • 10-15 years' experience in human-centered design, customer experience, and
    service delivery
  • Has had management responsibility for other designers, product managers and
    customer experience specialists
  • Introduced human-centered and service design methodology successfully to either
    a start-up or established company
  • Hands-on UX and/or industrial design experience
  • Combination of software, hardware, and service design and delivery
  • Familiarity with AI/ML and IoT (preferred)
  • Familiarity with B2B (preferred)
  • Entrepreneurial and risk-taking individual with a strong passion for being involved
    in a start-up environment

EA Registration Number: R1660518
Argyll Scott Singapore Pte Ltd. EA Licence Number: 16S8105