Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the Team
The Grab Support tech team is a passionate team responsible for the user support experience at scale. We make an impact by empowering our internal users to serve consumers and partners across the region. Our team is made up of cross-functional team members across product, engineering, design, data science, analytics, and business.
Get to know the Role
We are looking for experienced individuals who are user-centric and data-driven, able to think holistically and creatively, communicate well, and are great team players. We like creative hustlers, people who can think outside the box, influence, and get stuff done even if it seems impossible. We work fast, push the boundaries, and try new things. Sometimes they don’t work, so we embrace learning from failures and a culture of lifelong learning.
The Day-to-Day Activities
- Independently designing products with excellent quality across problem space teams and on strategic initiatives that focuses on user experience of grab support and agent platforms.
- Go to the ground with users and agents to directly understand the pain points and opportunities to inform the product strategy and iteration decision.
- Work with the product, engineering and data team to provide the best support experience that is beneficial for the whole ecosystem.
- Work with other project stakeholders to deliver the information architecture, user journey map & wireframe flow.
- Work with other designers, content writers, UX researchers to convert the wireframes into high-fidelity user interfaces.
- Plan and contribute to design validation, such as through usability testing and experiments, with a strong ability to define the right MVP scope.
- Conduct desk check of user interface during engineering development phase to ensure high quality implementation.
- Conduct & facilitate requirements, design, implementation reviews and critiques of other people’s work to create achievable, measurable & impactful goals.
- Research and analyze industry UX/UI trends and competitor experiences & strategies in Support Platform, including the latest technology in AI and Chatbot.
- Regular review of usage quantitative data from analytics to be triangulated with the qualitative insights that will drive the right decision.
The Nice-to-Haves
- Online portfolio with a range of interactive samples in Help Center, User Experience of Support or Agent Platforms.
- Minimum of 5 years of direct experience in product design, mainly in the domain customer support or agent platform.
- Excellent understanding of UX design for the web, mobile, or touch devices, including some internal tools.
- Good eye for visual design & hands-on experience in user interface design.
- Experience with current and relevant design tools like Figma & ProtoPie.
- Ability to prototype and demonstrate design concepts to extended stakeholders.
- Ability to plan and lead design workshops independently with multiple parties by utilizing best practices methodology in problem solving.
- Ability to test (such as concepts or usability testing) and iterate the design with strong on to the ground insights fromusers.
Our Commitment
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.