Platform Quality & Experience Specialist

GrabTaxi Holdings Pte. Ltd.; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in Southeast Asia seeks an experienced professional to oversee the quality of its platform. This pivotal role involves analyzing user experiences, managing projects for continuous improvement, and collaborating across teams to ensure superior service. Candidates should have substantial analytics expertise and a proven track record in stakeholder management.

Benefits

Term Life Insurance

Medical Insurance

GrabFlex benefits package

Parental leave

Birthday leave

Volunteering leave

Grabber Assistance Programme

FlexWork arrangements

Qualifications

• Minimum of 5 years' experience in Strategy, Business Analyst or Consulting.
• Ability to interpret data and implement improvement plans.
• Proficiency in stakeholder management and communication.

Responsibilities

• Analyze user journey using real-time feedback for improvements.
• Drive project rollouts ensuring quality standards.
• Plan and execute initiatives to enhance user experience.

Skills

Data interpretation

Stakeholder management

Communication

Project management

Analytical skills

Tools

SQL

Excel

Google Sheets

Job description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Platform Quality & Experience team at Grab is composed of passionate individuals dedicated to maintaining and improving the experience of users on our platform. This dynamic group is at the heart of our operations, ensuring that each interaction is smooth and consistent. We believe in insights from user behavior and data analysis to foster a positive experience for everyone involved with Grab, from driver and delivery-partners to merchant-partners and consumers. As a member of this team, you'll be collaborating across teams and contributing to the strategic advancement of the platform's quality and experience.

You will report to Manager, Platform Quality & Experience; this role is based at 1 First Avenue.

Get to Know the Role

This is a pivotal role within Grab, tasked with the responsibility of overseeing the quality of users on our platform which in turn affects the user experience on the platform. In this role, you will be working on policy building, projects and product rollouts. This involves providing analytical insights, and ensuring a superior user experience across all facets of the Grab platform. This is an opportunity for a project-oriented individual who uses data to derive insights and give direction for projects aimed at continuous improvement. If you are someone who enjoys challenges and has a flair for seeing a project through and aligning stakeholders on the same goal, you will find this role both stimulating and rewarding.

The Critical Tasks You Will Perform

• Undertake a comprehensive analysis of the user journey, including using real-time, on-ground feedback to pinpoint areas for improvement.
• Driving project rollouts across teams, ensuring they meet quality standards and enhance user experience.
• Adopt a strategic lens in carrying out tasks, involving planning, envisioning, and executing initiatives that improve the platform quality and user experience over both the immediate and long term.

What Essential Skills You Will Need

• A minimum of 5 years' experience in Strategy, Business Analyst or Consulting is highly valued.
• A proven ability to interpret data, identify gaps within current processes, and devise and implement strategic improvement plans are critical requisites for this role
• Exceptional skills in stakeholder management and communication are needed
• Proficiency in the use of SQL, Excel and Google Sheets is necessary for managing and analyzing data effectively.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.