Product Manager 0807-4

USER EXPERIENCE RESEARCHERS PTE. LTD; Singapore; On-site; SGD 120,000 - 150,000; Full time

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.

Skills

CX design

Service journeys

User research

Backlog prioritisation

Cross-functional agile

Usability & accessibility

Analytics-driven decisions

Stakeholder management

Experience 5-8 years

Job description

Key Responsibilities:

• Define the clientexperience product vision, roadmap, priorities, and measurable customer outcomes.
• Translate customer pain points, feedback, service gaps, and business needs into user stories and backlog priorities.
• Priorities 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.
• Trackclient experience productmetrics 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.

Preferred Skills:

• Strong understanding of customer experience design, service journeys, user research, and digital self-service adoption.
• Ability to translate customer pain points, operational feedback, and business needs into clear product outcomes, user stories, and prioritised backlogs.
• Experience working with cross-functional agile teams, including designers, engineers, business owners, service teams, and support functions.
• Good appreciation of web and mobile product delivery, usability, accessibility, content clarity, and end-to-end service completion.
• Comfortable using product analytics, customer feedback, CSAT, NPS, drop-off analysis, adoption metrics, and support data to guide product decisions.
• Strong stakeholder management and communication skills, with the ability to align delivery priorities across business, technology, and customer-facing teams.
• Outcome-oriented mindset with the ability to balance customer needs, organisational priorities, delivery constraints, and measurable impact.
• Experience Required: 5-8 years