Client Experience Product Manager — Roadmap & Metrics

USER EXPERIENCE RESEARCHERS PTE. LTD

Singapore

On-site

SGD 120,000 - 150,000

Full time

14 days+

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Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD is seeking a seasoned product professional to lead client experience initiatives in Singapore.

You will define the product vision and roadmap for CX initiatives, translate feedback into actionable user stories, and prioritise the backlog to improve self-service adoption, usability, and service completion. You will collaborate with designers, engineers, and business units to optimise mobile and web experiences, track CSAT/NPS, and balance customer needs with

Qualifications

Experience in customer experience design and service journeys.
Translate customer pain points into clear product outcomes and backlog items.
Demonstrated ability to work with cross-functional agile teams.
Familiarity with web/mobile product delivery, accessibility, and usability.

Responsibilities

Define the client experience product vision, roadmap, priorities, and measurable customer outcomes.
Translate customer pain points, feedback, service gaps, and business needs into user stories and backlog priorities.
Prioritise features that improve self-service adoption, usability, conversion, retention, satisfaction, and service completion.
Work with designers and engineers to optimize mobile, web, accessibility, and service journey experiences.
Track product metrics such as CSAT, NPS, task completion rate, adoption, user engagement, drop-off points, and support deflection.
Coordinate with business units, customer-facing teams, service owners, communications, and support teams to align delivery priorities.