Job Description :

• Service Design for New / Strategic Services
  • Coordinate with Product owner and key stakeholders to clarify requirements, craft out scenarios of customer journeys, design E2E service design, prepare communication to customer, customer handling and FAQs
• Service Design for Experience Enhancement
  • Collect and study data to fine insights on Customer Paint Point and Top Complaints
  • Initiates a new/enhance E2E service design, base on insights and company directions
  • Conduct project feasibility and coordinate with related teams for developments
• Customer Handling
  • Reviews E2E Customer Handling from incidents caused by network or products / services, with product own. Plan and prepare readiness of touch points and communication.
• Communication and Wording
  • Craft out and review key message, communication, and wording to target customers for related touch points e.g. SMS, eBill, Letter etc.

Qualifications :

• Bachelor’s or Master’s degree in marketing, business or related areas
• At least 4 years experiences in Service Design or Customer Experience Management.
• Understand scenarios of customer journeys and design E2E service design is advantage.
• Able to work on projects and work with different teams.