Strategic Customer Experience Architect

Grab; Pasig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental & Birthday leave

LASA volunteering leave

Grabber Assistance Programme

Flexible/Hybrid work hours

Job summary

Grab is Southeast Asia's leading superapp, delivering meals, payments, and transport solutions across the region. The Customer Experience Professional role focuses on strategic, non-transactional support, acting as a consultant to optimize operations and enable cross-functional teams.

You will leverage AI capabilities and data-driven insights to transform customer support into a value-driven asset. You will engage with executive escalations, incident response, and service delivery, collaborating

Qualifications

• Experience in executive escalations and handling high-risk or leadership-visible cases.
• Strong problem-solving, judgment, and decision-making under pressure.
• Familiarity with AI ecosystems, agentic workflows, and operational analytics.
• Proven ability to manage escalations, incidents, and cross-functional coordination.
• Aptitude in knowledge management and process design to improve frontline handling.
• Excellent written and verbal communication with senior stakeholders.
• Thrives in dynamic environments with strong adaptability.

Responsibilities

• Act as SME for frontline operations and translate escalations into service recovery actions.
• Bridge Grab Support with Safety, Quality, Product, Engineering, Legal, and leaders for high-risk cases.
• Collaborate on AI-driven workflows to improve escalation detection and decision accuracy.
• Run premium, high-touch support for sensitive cases and executive escalations.
• Lead cross-functional rapid-response to contain incidents and drive permanent fixes.
• Meet or exceed TSAT, escalation, and OKR targets set by GS.

Skills

Executive Escalations

Incident Response

Service Delivery

Safety Operations

Quality Management

Executive Presence

Agile & Adaptable

AI Literacy

Decision Making

Tools

LLMs

Workflow Tools

Analytics Platforms

Job description

Grab is Southeast Asia's leading superapp, delivering meals, payments, and transport solutions across the region. The Customer Experience Professional role focuses on strategic, non-transactional support, acting as a consultant to optimize operations and enable cross-functional teams.

You will leverage AI capabilities and data-driven insights to transform customer support into a value-driven asset. You will engage with executive escalations, incident response, and service delivery, collaborating