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Product Manager (Digital Engagement)

Date:  15 May 2024
Location: 

StarHub Green

Company:  StarHub Ltd

Job Description

This individual will drive the strategic customer engagement development and operational management of the StarHub App, our primary digital service platform. This role is pivotal in aligning the Mobile Application’s focus on customer engagement coupled with intuitive user experience over the broader digital strategy.

Key Responsibilities

  • Develop and execute innovative strategies to increase active user engagement across the mobile app. Utilize gamification, targeted communications, and personalized features to create compelling, user-centric experiences.
  • Strategic recommendations on driving digital engagement, pitching to relevant stakeholders to obtain buy-in.
  • Focus on initiatives that directly impact customer satisfaction and loyalty, thereby improving our Net Promoter Score. Analyze user feedback and behavioral data to identify pain points and areas for improvement within the app.
  • Directly manage feature development tasks including requirement gathering, briefing the design team, aligning with stakeholders, obtaining signoffs, composing user stories, conducting UAT and BVT test case execution, implementing content, and analysing post-launch analytics data 
  • Working with the Product Owner, to craft and implement a compelling product vision for the app, focused on innovative and practical solutions that address customer needs.  
  • Oversee the continuous monitoring of daily app usage and stability to maintain operational integrity. Manage the deployment of engagement initiatives and enhancements, ensuring timely and effective implementation. Actively monitor and address incidents, collaborating closely with IT to resolve issues and close them in accordance with service level agreements (SLAs).
  • Leverage on analytics data to identify areas for optimization, ensuring high performance and reliability.
  • Conduct A/B testing and other data-driven experiments with end-users to validate ideas and MVPs. Ensure that each initiative is refined iteratively, leveraging user feedback and analytics to enhance overall engagement and effectiveness.
  • Collaborate with cross-functional teams, including marketing, customer service, other digital teams and IT, to align feature development with overall business strategy.

Qualifications

  • Bachelor's degree in business, Information Technology, or a related field; advanced degree is advantageous.
  • At least 5 years of experience in digital channel management with a focus on mobile applications.
  • Proven experience in user engagement or customer experience roles.
  • Strong understanding of mobile app dynamics, user behavior analytics, and digital marketing strategies.
  • Experience with NPS improvement strategies and customer satisfaction metrics.
  • In-depth knowledge of mobile technology, UX/UI design, and current industry standards. 
  • Strong project management skills, with a certification in Agile methodologies preferred.
  • Analytical thinker with a problem-solving mindset and focus on delivering results.
  • Must be capable of operating effectively in a fast-paced environment. A quick learner with an Agile mindset.
  • Customer-centric – must be deeply committed to enhancing customer experience, prioritizing customer satisfaction in all initiatives.

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