Head of Digital Experience & Self-Service Success
Grab
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Benefits offered by this job
Job summary
Grab is seeking a Manager, Digital Experience and Service Success, based in Petaling Jaya onsite. You will lead the digital support arm for MY/SG, overseeing chatbot/automation and self-service initiatives while partnering with product and engineering to advance the digital roadmap. You will report to the Senior Manager, Customer Operations Excellence.
You will drive performance reviews, investment proposals, and ensure high-quality digital content and user journeys across Malaysia and Singapore.
Qualifications
- 5+ years in Digital Customer Experience, Chatbot/Automation Management, or Product Operations with direct people management.
- Ability to coach and manage multi-disciplinary teams including automation specialists and content creators.
- Deep digital product savviness with conversational AI and self-service UI/UX.
- Strong analytical skills with data-driven containment/deflection metrics.
- Excellent stakeholder management to influence roadmaps.
- Fluent in English and Bahasa; familiarity with Malaysia/Singapore markets preferred.
Responsibilities
- Provide direct leadership and mentorship to multiple teams.
- Translate regional digital strategy into a unified MY/SG roadmap.
- Own digital support outcomes across MY/SG, including self-service performance.
- Partner with Regional Product and Technology to govern the digital roadmap.
- Represent the digital experience agenda in senior leadership reviews.
- Oversee content quality, Help Centre architecture, and conversational flows.
Skills
Job description
Grab is seeking a Manager, Digital Experience and Service Success, based in Petaling Jaya onsite. You will lead the digital support arm for MY/SG, overseeing chatbot/automation and self-service initiatives while partnering with product and engineering to advance the digital roadmap. You will report to the Senior Manager, Customer Operations Excellence.
You will drive performance reviews, investment proposals, and ensure high-quality digital content and user journeys across Malaysia and Singapore.
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