Job Description

Within the Digital Department of StarHub Consumer Business Group, you will be responsible for defining StarHub’s strategy and roadmap to drive App & Chatbot adoption & usage; customer engagement, self-servicing and self-help via digital; leading a team of 9 to deliver execution and daily operations with high quality and efficiency. This encompasses the overall ownership of our customer-facing App and AI-assistant Chatbot.  

This role is pivotal in ensuring success of StarHub’s Digital transformation, and is a leadership role, driving cross-functional collaboration to generate business value and customer satisfaction from our digital platforms.

Key Accountabilities: 

• Overall ownership of StarHub’s Consumer App & Chatbot
• Lead strategic planning including the identification of strategic goals, objectives & KPIs, roadmap plans and prioritization, daily operations, budget & resources allocation; with the key objectives to:
  • Drive adoption & usage of our App and Chatbot: app penetration in customer base and frequency of use
  • Drive customer engagement digitally: cross/up-sell and retention via personalized experiences
  • Drive self-servicing and self-help through our App and Chatbot and enable deflection from Stores and Call Centre to Digital
• Keeping abreast with latest technology advancements, digital consumer trends and market competition; identify opportunities and impact/potential for StarHub, to drive best-in-class personalized customer engagement through the development of new capabilities, product/ services, initiatives across our digital touchpoints
• Develop the roadmap for digital engagement and self-support for the Consumer Business Group in consultation with several business units to integrate new products and customer propositions, self-servicing and self-help flows and enhance functionalities / improve digital journeys, CSAT/NPS and automation features. Drive prioritization of backlog and deliveries according to business value and alignment with strategy,
• Collaborate cross-functionally and engage business stakeholders to meet digital self-service and support adoption targets, influence customer propositions and journeys towards digital-first enablement and drive customer satisfaction.
• Partner with IS and vendors to deliver the roadmap on our digital touchpoints ensuring quality and efficiency of deliveries, and ongoing maintenance and support SLAs are met.
• Review vendors and technologies regularly and opportunities to switch and/or find efficiencies and better operating models
• Monitor and optimize the performance across all KPIs, ensuring data-led and insights-driven action plans are derived from analytics & research
• Demonstrate day-to-day cross-functional leadership for managing and influencing business stakeholders.
• Lead and coach team members to drive execution of strategy, roadmap and plans. Conduct resource planning and management, and operating models

Qualifications

Qualifications

• Bachelor's Degree in Management / Marketing or related field
• 10-12 years of proven track record in Digital field; 6 years of experience leading & coaching teams
• Proven track record driving Digital Channel Adoption; customer engagement & self-servicing via digital touchpoints; with experience as a Product Owner of a customer-facing App
• Experience managing GenAI assistant and/or Agentic AI use cases
• Extensive knowledge of digital & technology trends, consumer patterns
• Strong understanding of dynamics between CX, UX-UI design, engineering, product, applications and customer service
• Experience first-hand Agile methodology and DevSecOps practice
• Experience working with other Product Owners, and Business Stakeholders, UX-UI teams, system integration working with IT teams and digital project management
• Experience driving operational efficiencies, budgeting & resource planning
• Data-driven, customer-focused and passionate to drive digital transformation
• Excellent verbal/ written communication and interpersonal skills to engage internal and external stakeholders of all levels
• Demonstrate leadership and influencing skills