Assistant Product Manager - Customer Experience & Growth

Singapore Post Limited; Singapore; On-site; SGD 65,000 - 110,000; Full time

Job summary

Singapore Post Limited is seeking a product-focused professional to enhance CX by mapping customer journeys across service lines and driving improvements based on root-cause analysis and stakeholder feedback.

The role involves designing new features aligned with customer needs, drafting business cases, and coordinating with Operations, Customer Service, Finance, Tech, and Sales to ensure timely delivery and rollout of enhancements.

Qualifications

• Diploma / Degree in Business, Operations, Logistics, or related field.
• Minimum of 2 years’ experience.
• Customer Empathy: A strong user-centric mindset with the ability to advocate for the customer while balancing business objectives.
• Cross-Functional Collaboration: Proven ability to work seamlessly across diverse teams, including Tech, Operations, Customer Service, Sales, Finance, and Marketing.
• Technical Translation: Skill in bridging the gap between business and technology—translating customer needs into clear technical requirements for engineers and vendors.
• Project & Time Management: Ability to manage multiple feature timelines simultaneously, coordinate dependencies, and keep stakeholders aligned on delivery schedules.
• Analytical Problem-Solving: A systematic approach to diagnosing process bottlenecks and identifying the root causes of customer pain points.
• Effective Communication: Excellent written and verbal communication skills for presenting business cases, training internal teams, and developing marketing collateral.
• Stakeholder & Vendor Management: Confidence in influencing internal stakeholders without direct authority and managing external vendors to ensure timely feature delivery.

Responsibilities

• Developing and maintaining comprehensive customer journey maps for all service lines under our care by persona.
• Conducting in-depth analysis of current service processes to identify root cause of pain points and areas for improvement at various touchpoints.
• Analyze external feedback from customers through CS engagement statistics or surveys to identify trends and common issues.
• Internal feedback from departments such as Operations
• Analyze feedback gathered from BD collated from sales and competitor analysis
• Rationalise feature requests from customers to determine if new feature developments will be done.

Skills

Customer Empathy

Cross-Functional

Technical Translation

Project Management

Analytical Thinking

Communication

Stakeholder Mgmt

Education

Diploma / Degree in Business, Operations, Logistics, or related field

Job description

Singapore Post Limited is seeking a product-focused professional to enhance CX by mapping customer journeys across service lines and driving improvements based on root-cause analysis and stakeholder feedback.

The role involves designing new features aligned with customer needs, drafting business cases, and coordinating with Operations, Customer Service, Finance, Tech, and Sales to ensure timely delivery and rollout of enhancements.