IT Experience Advocate: User-Centric Service Design

PT Sea Group; Indonesia; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

PT Sea Group is seeking an experienced individual contributor to serve as the voice of the customer within Corporate IT. You will ensure that employee and stakeholder experience are considered across IT initiatives, services, and transformation projects.

The role provides an independent user perspective across the end-to-end journey—from concept and design through implementation, rollout and post-launch experience—ensuring solutions are technically ready, intuitive, and adoptable.

Qualifications

• 7+ years in product mgmt, service design, CX, ITSM or digital transformation.
• Proven ability to improve end-to-end journeys across tech and processes.
• Strong analytical and problem-solving skills.

Responsibilities

• Act as voice of the customer across Corporate IT projects.
• Review end-to-end user journeys to identify friction and complexity.
• Partner with Corporate IT teams to incorporate UX considerations in design and implementation.
• Establish practical experience and implementation-readiness criteria for employee-facing initiatives.
• Gather and synthesize user feedback into actionable recommendations.
• Balance user needs with feasibility and business priorities across stakeholders.
• Support post-launch reviews to assess adoption and outcomes.
• Foster a stronger user-centric and service-design mindset across Corporate IT.

Skills

Voice of the customer

Stakeholder management

Analytical skills

Communication skills

Service design

IT service management

Digital transformation

User feedback analysis

Job description

PT Sea Group is seeking an experienced individual contributor to serve as the voice of the customer within Corporate IT. You will ensure that employee and stakeholder experience are considered across IT initiatives, services, and transformation projects.

The role provides an independent user perspective across the end-to-end journey—from concept and design through implementation, rollout and post-launch experience—ensuring solutions are technically ready, intuitive, and adoptable.