Manager, Customer Experience Technology

Singtel

Highlights

Information Technology 6 Years Bachelor's Degree

Location

Singapore

Job description

JOB DESCRIPTION

CE Technology Manager provides consultancy and drives projects that use digital and new technologies like humanoid robotics to improve customer experience and business performance.
 

Responsibilities:
  • Provides technical consultancy in digital technology domains (digital application, digital marketing, SEO/SEM, web usability, web analytics, humanoid robotics)
  • Gathers and analyzes digital technology project requirements & provide solution that uplift customer experience and business performance
  • Provides thought leadership and advisory in technology domains and platforms
  • Work with vendors, system integrators and digital agencies to deliver digital projects that meet stakeholders requirements, expected outcomes and timeline.
  • Ensures that portfolio project and agile methodology are applied
  • Understands SingTel business processes and back-end IT systems & infrastructure, including their limitations
  • Plan and deliver the 3-year roadmap for Starfish Online and Mobile App product development, adoption and usage
  • Lead POCs using humanoid robots to deliver better customer experience starting with deploying one for icube to take on the role of receiving participants, register them for the events, brief them on the facilities and entertain them. A role that can delight the participant and release staff to focus on higher-value work like facilitating the events.
  • Lead Customer Experience Measurements & Enablement Digital Dashboard projects
  • Advisory role for performance measurement of Customer Experience and best practices for corporate portals like singtel.com and espresso
 
 
Requirement:
  • Master / Degree in Information Systems, Computer Engineering or equivalent
  • More than 6 years of experience in leading complex online or digital technologies projects
  • Familiar with technology trends in general and frontend technology in particular (AJAX,  JQuery,  HTML 4/5 etc.)
  • Strong product management knowledge from telecommunications environment or online/digital provider
  • Extensive knowledge of web application development, methodologies and best practices
  • Good understanding of web application development including strategy, architecture, design, planning, implementation, testing, media etc.
  • Possess good Online knowledge (digital marketing, digital application, Social Media, SEM/SEO) & eBusiness Essential (Online Business model, Web Analytics, Design & Usability, Site Optimization)
  • Some experience on RPA (Robotic Process Automation)
  • Some experience working with humanoid robots
  • Experience in working with cross-functional, diverse teams
  • Excellent verbal and written communication skills
  • Attention to details
  • Team player
  • Great stakeholders management skills
  • A good business acumen will be a plus
  • Lean Six Sigma Certification
  • Service Excellence / Customer Experience Certification
  • Project Management Certification
  • Design Thinking
 

Job Role

Information Technology

Position Level

Manager

Singtel

Shape and drive the information age with Asia’s leading digital multimedia and solutions group. While we take pride in our 130-year heritage, our philosophy is to always look forward and evolve. Today, we are a leader in cutting-edge ICT innovations and digital advances, powered by a vast network of offices in countries and territories across Asia Pacific, the Middle East, Europe and the...