Get to know the Role:
It takes a village to give a safe and delightful service to our customers. As things get more complex, “the village” needs highly multiskilled leaders who can lift their head above the noise and push us to do what is truly best for our customers. This is you. You will manage highly complex projects working with senior leaders of Grab with the purpose of giving our customers the best service in the world
The day-to-day activities:
- Explore: Uncover best customer insights through customer research and analytics in order to support decision-making
- Launch: Propose and launch impactful projects that lift the Customers’ and Drivers’ experience to world class levels
- Deliver: Lead cross-functional teams to implement changes at light speed
- Influence: Work closely with senior executive stakeholders to make impact happen
- Try, break, succeed, repeat
- This next one is everything: You have to be the radical advocate for our customers, laser focused on the quality and the safety of their experience with us above anything else
- Role model at all times Grab Customer Centricity to ensure we are always, always, working in a way that would make us proud if it was published on the front page of The Straits Times
The must haves:
- At least 4 years of experience in top management consultancy firms and 6 years total professional experience
- High level of independence in working in a high-pressure working environment
- Fast on the feet - Demonstrated ability to problem solve in unfamiliar territory
- Commando - Demonstrated project/program management of small teams
- Strong interpersonal skills and ability to influence across several organization levels and several cultures
- Bachelor degree with strong academic track record
- Flair for numbers, strong analytical skills and structured process thinking, attentive to detail
- Structured head - Demonstrated understanding of business processes
- Storyteller - Able to create and deliver powerful communications to bring senior stakeholders along
- Familiar with Customer Experience tools is good to have
- Familiar with startup environment and understanding of dynamics between design, engineering, product and customer service are a plus
- Experience in engaging across Asian markets and cultures also good to have
