Product Strategist, GrabFood Customer Success Team

Get to know the Role:

• Customer Obsession: The SEA food delivery market is one of the fastest growing and rapidly evolving landscapes, globally. Customers have a number of platforms available and it is critical for us to become the preferred choice by supporting their ever-evolving needs. As the Consumer Product Strategist, you will be responsible for ensuring the product roadmap delivers an ever-improving experience, closely aligned with our users’ differentiated needs.

• Voice of Customer: The Customer Success team is focused on driving high impact projects that create step changes in the Consumer’s user experience in ordering food. We do this by (1) generating insights about the customer journey and uncovering areas for improvement (2) disseminating this information to various, relevant internal stakeholders (3) work closely to develop solutions to problem areas and (4) project manage these initiatives and regionalise those that provide high impact. As part of the Customer Success team, you will contribute to this process

• Product Roadmap Management: As the Product Strategist, you will gather insights from Customer data, from Operations teams and Product teams to build a pipeline of features, prioritise them based on impact and agree on a rollout schedule. You will also help communicate progress and support feature launches across the region.

• Regional Scope: Though you will be based with the regional team in Singapore, the scope of the role is regional and you can expect up to 50% of your time to be spent traveling to markets to better understand local needs and to help with high-impact rollouts.

The day-to-day activities:

• Research: You will use primary research and research reports to uncover key insights about our customers and competitors.

• Analytics: Working independently and with our product and analytics teams, you will help develop, update and analyse product feature impacts, also comparing actual impact post-rollout to estimates

• Educate: You will be the champion of the customer by developing a feedback loop framework to with key internal stakeholders in order to highlight the current pain points or gaps in our customer experience

• Roadmaps: Influence and project manage internal team roadmaps to ensure that projects that move the needle on customer experience are executed successfully and on time

• Business owner: Ensure strong collaboration and communication across various tech teams across the company and serve as a primary point of contact for product-related questions from internal stakeholders across nearly all functions in the company - marketing, sales, operations, data science, engineering, content, customer service, payments and IT.

The must haves:

• Bachelors or higher in computer science, software engineering, information technology, business, finance, economics or related fields

• Experience in a product management role or strong solutions design experience

• Experience in an operations or customer-facing role

• Strong communication and stakeholder management skills

• Strong analytical skills and creative problem solving skills

• Strong business acumen, customer focused, team and results-oriented