Merchant Experience Specialist

Asticom Technology Inc; Mandaluyong; On-site; PHP 390,600 - 613,800; Full time

Job summary

Asticom Technology Inc is seeking a Merchant Experience Specialist to join our Product Management & Development team on a contract basis in Mandaluyong City, Metro Manila. You will enhance merchant experience by understanding and exceeding their needs, serving as a bridge between merchants and product teams.

You will drive initiatives to improve satisfaction, retention and growth, ensuring value delivery to merchants who depend on our technology solutions.

Qualifications

• Proven experience in customer or merchant experience roles.
• Strong research and analytical capabilities (qualitative & quantitative).
• Translate complex merchant feedback into actionable insights and product recommendations.
• Excellent communication and stakeholder management across functions and levels.
• Experience with user research tools and methods (interviews, surveys, usability testing, analytics).
• Familiarity with product management principles and agile methodologies.
• Demonstrated problem-solving mindset for improving customer experiences.
• Knowledge of merchant/payment ecosystem is desirable but not essential.
• Ability to work in a fast-paced, dynamic environment with competing priorities.

Responsibilities

• Gather, analyse and synthesise merchant feedback to identify pain points and opportunities for product improvement.
• Develop and maintain merchant personas and journey maps to guide product strategy and prioritisation.
• Conduct regular merchant research activities including interviews, surveys and usability testing.
• Collaborate with product, engineering and design to translate insights into requirements and enhancements.
• Monitor merchant satisfaction metrics and identify trends to drive interventions.
• Design and execute merchant engagement programmes, training initiatives and support resources.
• Create documentation, case studies and best practice guides to demonstrate value.
• Maintain understanding of merchant workflows, industry challenges and competitive landscape.
• Advocate for the merchant perspective in cross-functional discussions to shape roadmap.

Skills

Merchant experience

Research methods

Stakeholder management

User research tools

Agile methodologies

Cross-functional collaboration

Communication skills

Job description

About the role

Asticom Technology Inc is seeking a Merchant Experience Specialist to join our Product Management & Development team. This is a contract position based in Mandaluyong City, Metro Manila. In this role, you will be instrumental in enhancing the experience of our merchant partners, ensuring their needs are understood, anticipated and exceeded. You will serve as a bridge between our merchant community and our product development teams, driving initiatives that improve satisfaction, retention and growth. This position is crucial to our mission of delivering exceptional value to the merchants who depend on our technology solutions.

Key responsibilities

1. Gather, analyse and synthesise merchant feedback to identify pain points, unmet needs and opportunities for product improvement
2. Develop and maintain detailed merchant personas and journey maps to guide product strategy and feature prioritisation
3. Conduct regular merchant research activities including interviews, surveys and usability testing to validate assumptions and inform product decisions
4. Collaborate with product, engineering and design teams to translate merchant insights into actionable product requirements and enhancements
5. Monitor merchant satisfaction metrics and key performance indicators, identifying trends and recommending strategic interventions
6. Design and execute merchant engagement programmes, training initiatives and support resources to maximise platform adoption and success
7. Create compelling documentation, case studies and best practice guides that demonstrate value and drive merchant engagement
8. Maintain a deep understanding of merchant workflows, industry challenges and competitive landscape to inform strategic recommendations
9. Advocate for the merchant perspective in cross-functional discussions, ensuring their voice shapes our product roadmap and company priorities

What we're looking for

1. Proven experience in customer or merchant experience roles, preferably within fintech, payment processing, e-commerce or technology platforms
2. Strong research and analytical capabilities, with proficiency in qualitative and quantitative research methodologies
3. Demonstrated ability to translate complex merchant feedback into clear, actionable insights and product recommendations
4. Excellent communication and stakeholder management skills, with the ability to influence across functions and at various organisational levels
5. Experience with user research tools and methods such as interviews, surveys, usability testing and analytics platforms
6. Familiarity with product management principles, agile methodologies and cross-functional collaboration
7. Problem-solving mindset with a passion for understanding and improving customer experiences
8. Knowledge of the merchant or payment ecosystem is highly desirable but not essential with the right foundational skills
9. Ability to work effectively in a fast-paced, dynamic environment and manage competing priorities