[Lumens] Customer Experience Specialist

Location: Singapore
Job type: Permanent
Contact email: careersrise@bcg.com
Published: about 1 month ago
Startdate: 19 April 2024 - 19 April 2024

​Join the Lumens Group in Singapore: Where Mobility Meets Innovation!

About Us

Based in Singapore, Lumens Group is a family of brands offering an ecosystem of services around cars. Our story began as a private hire car leasing company to address the needs of the new sharing economy led by Uber and Grab. Our core business has been leasing to ride hailing drivers and we grew our car fleet to one of the largest in Singapore in under 8 years. During this time, we have expanded our services to personal & corporate vehicle leasing, vehicle purchasing and financing.

Emerging strong from the Covid-19 period, Lumens is building for an exciting new era that brings in a wide range of merchants and individual consumers to our ecosystem. By owning a critical mass of vehicles and driver relationships, we are able to innovate on vehicle setup, driver upskilling & deployment, as well as technology and data capabilities to build mobility platform services that impact our everyday lives.

Your Role:

• Studies, analyses and creates personas for the customers that we will design the customer/client journeys for.

• Manages customer journeys to maximize acquisition and/or deepening of customer relationships across channels (physical, virtual and digital) by leading journey mapping sessions to validate as well as co-create future states, facilitating customer/client interviews and identifying data needed to size opportunities.

• Lead and operate research to design and execute quantitative and qualitative primary research as need to uncover, quantify and prioritize customer pain points and moments of delight.

• Establishes and evaluates metrics to track impacts to achieve intended business results.

• Works with cross-functional teams to educate partners on opportunities to pursue, build buy-in and design solutions and experiences via human centred design and prototyping.

• Advocates for the customer and articulates why proposed changes to the journey will provide both customer and business value.

• Tells a story that pulls qualitative/emotional attributes, quantitative attributes and common sense to frame the proposal.

• Partners across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the customer journey experience critical to delivering business objectives.

• Constantly challenges current processes to drive continuous improvement in results.

Requirements:

• Strong facilitation skills with ability to leverage design thinking methods to expand thinking and identify possibilities to delight customers.

• Experience applying design personas and journey mapping preferred.

• Demonstrated ability to develop and convert strategic vision into tactical plan and execute on that plan.

• Experience operating successfully in a complex, mixed organization, driving change through influence

• Experience in developing effective teams and fostering collaboration across organizational boundaries

• Excellent communication and interpersonal skills and a high level of integrity and personal ethics are essential.

• Prior experience within the mobility industry will be a bonus.

• Strong analytic skills

• Self-motivated and result oriented.

• Ability to manage multiple priorities and meet deadlines.

• Strategic and innovative thought leader

• Strong presenter with story-telling skills

Benefits:

• Competitive remuneration package

• Attractive performance incentives

• Exclusive Petrol Discount

• Medical and Dental benefits