Senior Product Designer, Support

Job description

Get to Know the Team The Grab Support tech family builds and operates the technology that powers Grab's customer support experience across the region. We oversee the Help Centre and self-serve journeys, chatbots and form-based automations, live chat, AI tools, and the agent tooling our support teams rely on every day. Our mission is to deliver a world-class, delightful and seamless support experience scaling support through automation, content excellence and AI. Get to Know the Role As a Senior Product Designer, you will be instrumental in creating user-centric solutions for both internal and enterprise web tools, as well as mobile applications. Your expertise will drive the design process, influencing strategic decisions that enhance overall user experience. You'll work closely with Product, Analytics, Engineering, and Business teams to tackle complex problem areas. You will report to the Designer Manager and work onsite at the Grab One North office in Singapore. The Critical Tasks You Will Perform Demonstrate excellent design thinking and craft fundamentals across visual, interactive, content, and information architecture design. Advocate for design excellence and system-wide approaches, guiding cross-functional partners and teams. Drive design-led initiatives in challenging problem spaces in collaboration with cross-functional partners. Contribute to the design/product strategy with a holistic customer-centric perspective. Contribute to improvements to the design system, fostering a culture of ownership, participation, and innovation. Conduct and facilitate various design processes to enhance the quality of outcomes. Participate in shaping the evolution of our design organization, improving design culture, empowerment, and processes. Support a culture of design excellence by fostering collaboration, constructive feedback, and knowledge sharing within the team. What Essential Skills You Will Need Provide a portfolio of your recent design work in English, showcasing your contribution and the impact of your projects. We recommend you provide clear context, outline your end-to-end workflow, and demonstrate how you go from problem discovery to launch. Minimum of 4+ years of direct experience in product design. Excellent understanding of user experience design for web, mobile, or touch devices, with working knowledge of common mobile/web and front-end web development. Good eye for visual design with hands-on experience in user interface design, producing consistent and high-quality work. Ability to define problems, design, validate, and deliver user experiences that solve complex issues. Experience in service design, conducting user research, and translating findings into product features or improvements. Proficiency with current design tools like Figma and AI agent tools, with the ability to prototype and demonstrate design concepts to stakeholders. Proficiency in integrating AI-powered design tools into your workflow to streamline research synthesis, ideation, and design-to-code processes, consistent with the team's standards for efficiency and AI fluency. Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours What We Stand For at Grab We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.